Contact Center Group Leader

Contact Center Group Leader manages Contact Center employees in order to ensure high quality of service for Representatives, Sales Leaders, Zone Managers and Customers. The person on this position cooperates also with CS and other sections / departments’ Managers in order to ensure efficient operations for Contact Center.

• planning, supervising and evaluating work flow
• coordinating work activities to achieve the volume expected to meet operational requirements
• recognizing and recommending operational improvements.
• monitoring performance of subordinates according to established monitoring standards
• maintaining level of abandon rate and service level for phone contacts according to defined KPIs
• conducting email and phone monitoring sessions, every day informal coaching, giving feedback
• creating operational agenda for the section
• monthly and quarterly reports analysis in terms of achieving main business KPIs
• collecting materials necessary for efficient campaign maintenance by Contact Center and ongoing updating Call Center data base
• participating in procedures and instructions revision
• taking over difficult calls