First-level manager responsible for the performance, coaching, and development of a team of agents. Tasks Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching. Handle and de-escalate calls from highly frustrated or challenging customers. Conduct regular 1:1 performance reviews and create development plans for team members. Ensure team adherence to schedules (Adherence) and quality standards (QA Score). Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review. Manage scheduling, sick leave and other administrative tasks for the team. Requirements 2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability. Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems. Skills: Strong leadership, motivational, conflict resolution and data analysis skills. #J-18808-Ljbffr
Contact Center Operations Manager
MORDICKS95
pretoria, pretoria
Published 13 days ago
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