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Administrative & Secretarial

Customer Service Supervisor

• Reports faults and issues to the clients and IT personnel.
• Creates monthly and daily campaign productivity tracking records' reports using MS Excel.
• Handles technical escalations from agents / Administrative tasks.
• Provides assistance in calibrating employees regarding updates on product specifics.
• Quality assurance tasks performed to ensure the agent's calls meet the company requirements
• Monitors production staffing in accommodating projected volume of queue.
• Provide feedback/coaching to agents regarding their key performance indicators on a daily/weekly and monthly basis.

Skills & Expertise

Customer Escalation ManagementCustomer ServiceEmail SupportPhone SupportQuality AuditingReportsSupervisory Skills

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