
Shift Incharge
5 days ago
A Call Center Shift In-charge (or Supervisor) oversees the daily operations of a call center during their designated shift, ensuring efficient service delivery and agent performance. This role involves supervising a team of call center representatives, handling escalations, monitoring performance metrics, and maintaining a positive and productive work environment.
Key Responsibilities:
- **Supervising Agents**:Providing guidance, coaching, and performance feedback to call center representatives.
- **Managing Call Volume**:Ensuring adequate staffing levels and efficient call routing to handle incoming and outgoing calls.
- **Handling Escalations**:Addressing and resolving complex customer issues and complaints that representatives are unable to resolve.
- **Monitoring Performance**: Tracking key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
- **Maintaining Records**:Documenting customer interactions, call center data, and performance reports.
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**Job Types**: Full-time, Part-time
Pay: ₹10,000.00 - ₹12,000.00 per month
**Benefits**:
- Food provided
- Provident Fund
Work Location: In person
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