Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive compensation based on experience
- Incentives and rewards including cash bonuses and prizes
- Comprehensive health benefits available after 90 days for full-time employees
- Opportunities for career growth with a focus on internal promotions
- Paid training to enhance your skills while earning a paycheck
- Engaging and collaborative work environment with a casual dress code

What to Expect (Job Responsibilities):
- Oversee a team of call center agents, ensuring adherence to company policies and performance standards
- Regularly evaluate individual and team performance using key metrics such as quality scores, average handle time (AHT), and customer satisfaction (CSAT)
- Provide ongoing training and development programs to enhance agent skills and knowledge
- Handle escalated customer issues and provide effective solutions
- Conduct quality audits and ensure that service standards are consistently met

What is Required (Qualifications):
- High School Diploma
- 2-3 years of experience in a call center or customer service environment
- Proven experience in a supervisory or team lead role
- Strong understanding of key performance metrics such as AHT, CSAT, and First Call Resolution (FCR)
- Excellent verbal and written communication skills

How to Stand Out (Preferred Qualifications):
- In-depth knowledge of call center operations, processes, and best practices
- Proficiency in call center software, CRM systems, and workforce management tools
- Strong leadership abilities to inspire and motivate team members
- Effective problem-solving skills to identify issues and implement solutions
- Strong organizational and time-management skills to handle multiple priorities

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