
Call Centre Specialist
6 days ago
We are seeking a skilled Call Centre Specialist to join our team. As a vital member of our call centre operations, you will be responsible for monitoring our real-time performance, tracking key metrics, and ensuring smooth operations.
This role requires strong attention to detail, active listening skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities- Live Monitoring: Watch call queues, agent availability, and system performance in real-time.
- Performance Tracking: Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
- Quick Adjustments: Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
- Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management.
- Basic Reporting: Help create daily or intraday reports on call centre performance.
- Team Communication: Clearly communicate operational updates and instructions to team leaders and agents.
To succeed in this role, you should have:
- 1-2+ years of experience in a call centre, preferably in a customer service, real-time monitoring, or operations support role.
- A Bachelor's degree is preferred, but relevant experience is highly valued.
- Shift timings: Morning with weekends on (Alternate day off)
- Skills:
- Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
- Comfortable with call centre software and MS Excel.
This role is critical to our call centre's success, and we offer:
- A dynamic and supportive team environment.
- Competitive salary and opportunities for growth.
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