Customer Service Monitor

Description

Job Summary: Monitor and provide feedback to operators, conduct call listening, record information, support management with data, participate in training sessions, and propose engagement and quality initiatives. Key Highlights: 1. Real-time operator monitoring and feedback 2. Call analysis and identification of improvements 3. Management support with data and reports – Monitor operators' activities in real time and provide immediate feedback; – Conduct call listening to ensure compliance with guidelines and identify improvement opportunities; – Record information and support management with data and reports; – Participate in calibration sessions, training, and development activities; – Support operators' growth by monitoring their progress and improving performance; – Propose initiatives and campaigns to enhance team engagement and quality.