Geother Tilos

AREAS OF EXPERTISE

• Managing People
• Call Handling
• Issue Resolution
• Customer Service
• Analyze Quality
• Account Development

KEY SKILLS AND COMPETENCIES

Professional

• Knowledge of call center management techniques.
• Able to type 40 words per minute.
• Ability to assess talent, manage people and motivate others.
• Managing a team with special skills.
• Knowledge of disciplinary procedures up to and including employee termination.
• Proficient in Microsoft Office, Excel, Word, Power Point.Photoshop & Outlook.
• Properly handling confidential information.
• Able to provide report with graphs and effective action plans.

Personal

• Strong decision making ability.
• Willing to work changing shifts, weekends and holidays.
• Able to sit in front of and work on a computer screen for long periods of time.
• Able to excel among others.
• Providing leadership, management and guidance to all agents.
• Conducting performance reviews to agents.
• Handling any customer complaints.
• Responding to customer email or telephone inquiries.
• Ensuring high quality and accuracy of work from agents.
• Putting together daily performance reports for senior managers.
• Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
• Troubleshooting any operational problems.
• Tracking the performance of agents.
• Being visible at all times to all agents and managers.
• Providing feedback and coaching to agents for development.