• Manage the operation and admin
• Lead and motivate the team
• Manage performance
• Solve problems
• Care for the health, safety and welfare of your people
• Prepare the daily plan (number of agent’s vs estimated calls)
• Check offers stock availability and make sure no any system issues regarding the aired items.
• Maintain good AN% and ensure Call Center AN% target on a daily basis
• Organize breaks - outbound tasks - meetings
• Floor Monitoring - agents support & handle urgent cases
• Make sure all agents are well briefed on products (Old +New) and cross sell products

• Display a positive demeanor and respect to all internal and external customers
• Coach internal and external team members
• Provide technical assistance when required
• Constantly monitor and maintain call center
• Interact with the factories about quality issues and provide technical feedback
• Manages internal and external technical teams with standards budget
• Organizing and monitoring employees’ trainings and that we are always updated with in the latest technologies and inventions

Direct the daily operations of the customer service team
•Plan, prioritize and delegate work tasks to ensure proper functioning of the department
•Ensure the necessary resources and tools are available for quality customer service delivery
•Review customer complaints
•Handle complex and escalated customer service issues
•Monitor accuracy of reporting and data base information
•Ensure budget requirements

Handle incoming phone calls
•Alert customers on maintenance date and flow issues in advance.
•Provide price and cost proposals in response to customer’s requests.
•Contact customers regarding contract cancellations to determine cause and possible corrective measures.
•Develop knowledge about each customer’s business model and requirements.
•Maintain competent understanding of company’s products, their functions and alternatives.
•Coordinate, analyze and improve customer service functions to meet company goals.
•Maintain database of customer sales order and invoicing records.
•Assist in marketing activities and inventory control maintenance.