- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve the process of telephone handling and call handling processes
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or higher management
- Resolving customer complaints
- Analyzing and improving call center metrics and customer feedback
- Planning, organizing, and directing call center operations
- Developing and implementing call center policies and procedures
- Ensuring that customer service goals are met
- Manage authorization department effectively in order to meet customer satisfactions
- Manage Chatbot platform effectively and ensure that all technical parts and agents’ performance via Chatbot are met.

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