6

Coaching and monitoring Call Centre Agents to ensure that Goals and Objectives set for Agents and the Centre are met. To approve adjustments to customers’ accounts and resolve escalated queries and complaints

1. Coaching and Monitoring

a. Assessment of calls handled by Agents
b. Monitoring schedule adherence
c. On the job training

2. Prepare Report for weekly activities and Agents performance

a. Agent Performance Report
b. Call Centre Activity Report
c. Call Record Management Report

3. Approve Adjustments

a. Reconnection
b. Credit/Debit Adjustments
c. Credit Counselling
d. Bill Balance Query
e. Negotiate payment

4. Assist Call Centre Agents with calls and escalate where necessary

• 5 CXC’s including English Language and Mathematics (or a quantitative subject)
• Technical or Computer Science certification in related discipline
• Two to five (2 to 5) years related experience (Call Centre/ Customer Service/Telecoms related)

• Strong verbal, listening and written communication skills
• Excellent Interpersonal skills
• Supervisory skills
• Analytical skills
• Time Management skills
• Computer Literate – Database Administration skills
• Excellent telephone techniques
• Ability to work well under pressure
• Problem solving skills

CV