Call Center Supervisors (Sri Lanka)
Employer: Career Builders Executive Search
Industry: Customer Service, Finance and Accounts, Management, Telecommunications
Location: Sri Lanka
A leading bank in Sri Lanka is look for supervisors who can coordinates activities of workers providing telephone customer support services.
Essential Functions:
1. Manage a team of call center agents.
2. Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events.
3. Monitors productivity of customer service representatives and generates reports.
4. Reviews data to monitor the customer experience and subordinate statistics.
5. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
6. Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
7. Answers questions and recommends corrective services to address customer complaints.
8. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
Skills and Qualifications:
• Passed GCE Advance Level
• 4-6 years of experience (preferable in the banking field call centers)
• Customer Service
• Customer Focus
• Phone Skills
• Listening
• Verbal Communication
• Data Entry Skills
• Product Knowledge
• Job Knowledge
• Objectivity
• Dependability
• Multi-tasking
If you are interested, send us your updated CV stating the position you are applying for in the subject line.
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