Job description

[meganz75]

Hi Everyone,

good day to all of you.

Can you provide free sites wherein i an learn morel leadership training techniques in handling my agents. Plus a job description of Team lead and a call center agent.

can you help me out what are different tools that we can use for each of our agents in evaluating thier weeky and monthly performance for us to give a better appraisal.

Thank you.

[MelissaLeopardi]

Sorry I don't have an answer for you...I was looking for that information also. I tried searching the web...but that wasn't much luck.

[Angus]

If you contact me I might be able to help you.

Angus

[Saramencia]

Myra.

First I would like to know what do you want to evaluate: Quality or Productivity.

Second, I have a Job description for Agents but it's in spanish (my native language). If you are interested, email me at:

saramencia@hotmail.com

Regards,

[John D]

Hello Myra,
You can find some good coaching material at the following link: (http://www.careerimpact.net/articles.htm).

You will find information regarding great tools for monitoring and driving agent perfromance in the call center at this link: (http://www.nucomm.net/solutions/techcimweb.htm).

Please also feel free to contact me if you have any questions or feel that I may of any assistance.

Regards,
John

[FastEddie]

Title: Customer service representative

Role: Direct interaction with customers both inbound and outbound via telephone, email, text chat, mail and fax; includes transaction processing using a computer.

Skills: Customer service, communications (voice quality, grammar, and articulation), listening, computer and keyboarding, writing, interpersonal (people skills), multi-tasking, conflict management and telephone etiquette; sales skills needed for some call centers.

Previous experience: may look for applicants with prior customer service or call center experience but is often an entry-level position.

Title: Supervisor

Role: Support customer service representative in groups ranging from 3 to 20 employees, help agents create professional development plans, communicate call center activities and plans to agents, participate in special projects, monitor calls and provide feedback or corrective action to agents, measure employee performance, support the interviewing process for new hires, assist with difficult contacts, manage attendance and schedules for employees and work with the leadership team on budget and strategy issues.

Skills: management and leadership, data analysis, communications, coaching, professional development, and listening.

Previous experience: call center and/or prior coaching experience

[Valencia]

Title: Customer service representative
Role: Direct interaction with customers both inbound and outbound via telephone, email, text chat, mail and fax; includes transaction processing using a computer.
Skills: Customer service, communications (voice quality, grammar, and articulation), listening, computer and keyboarding, writing, interpersonal (people skills), multi-tasking, conflict management and telephone etiquette; sales skills needed for some call centers.
Title: Team leader
Role: Support customer service representative in groups ranging from 3 to 20 employees, help agents create professional development plans, communicate call center activities and plans to agents, participate in special projects, monitor calls and provide feedback or corrective action to agents, measure employee performance, support the interviewing process for new hires, assist with difficult contacts, manage attendance and schedules for employees and work with the leadership team on budget and strategy issues.
Skills: management and leadership, data analysis, communications, coaching, professional development, and listening.

Agent evaluation weekly and monthly can be done by a scorecard, which should measure all KPIs. The Agent should be evaluated weekly, the data can be collated by the month end.

Hope this helps.

Valencia Ferrao

[FastEddie]

Word for word exactly what I said.