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Verified Job Customer Support / TeleCaller

Contact Center Supervisor

Worcester, Massachusetts
Customer Support / TeleCaller
#433672
Remote / WFH

Job Description

• Managing staff: Hiring and onboarding new employees, answering questions, and providing guidance and feedback
• Personal Lines Insurance experience is mandatory
• Monitoring performance: Measuring KPIs like call waiting, call abandonment, and inbound calls
• Training: Implementing training programs and continuously training agents
• Resolving issues: Anticipating escalations and taking over calls when needed
• Optimizing procedures: Devising ways to improve processes and keep staff motivated
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