Contact Center Shift Coordinator

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Purpose of Position

The Coordinator manage a team of Contact Center Specialist who are responsible for providing excellent customer service.


Main Task

  • Responsible to establish policies and procedures in collaboration with other teams and Departments;
  • Responsible to solve and follow escalated customer issues;
  • Responsible to provide work direction and overall performance management for the staff;
  • Responsible to provide work direction and overall performance management for the staff;
  • Coordinates and manages the distribution of work and scheduling for the Contact Center Team/Specialist;
  • Responsible to ensure appropriate telephone coverage and efficient contact center operation;
  • Monitors staff productivity and quality through internal performance systems; provides appropriate feedback, coaching, and corrective action where appropriate;
  • Responsible for real-time monitoring of call volume;
  • Proactively communicates trends to management and develops corrective action plans;


Skills

  • Organizational, Decision Planing, Sharing Leadership , Problem Solving Skills;
  • Listening, Questioning, Manners, Problem solving, Self Management etc;
  • Good knowledge of MS Office applications;
  • Good knowledge of English;
  • Available to work over time if necessary;


Experience

  • Minimum 2 years of experience in a similar field;

Education

  • University Degree

Interested candidates should apply online through www.albtelecom.al

The Deadline for application is 15th of July 2022.

We will be glad to interview all candidates selected from the CV screening.

HUMAN RESOURCES AND ADMINISTRATIVE AFFAIRS DEPARTMENT

Përditësuar: 7 Mars 2022