Senior Call Center Executive

Job details

Education: Bachelor’s or Master’s degree. Experience: 3-5 Years. Key Responsibilities Handle Escalations: Resolve complex, sensitive, or high-priority customer complaints that junior agents cannot fix. Monitor Metrics: Track key performance indicators (KPIs) like average handle time, resolution rate, and customer satisfaction scores. Mentor Staff: Train new hires, guide team members, and provide feedback to improve daily performance. Process Improvement: Spot recurring customer issues and suggest workflow or script updates to management. Reporting: Prepare daily, weekly, or monthly performance reports for senior operations leaders. Requirements and Qualifications Education: Bachelor’s degree in Business, Communications, or a related field. Experience: 2 to 4 years of proven experience in a customer service or call center environment. Communication: Exceptional verbal and written English skills. Technical Skills: Strong familiarity with CRM software, ticketing platforms, and MS Office. Soft Skills: Active listening, conflict resolution, and patience under pressure.