Position responsibilities
Tracks customer interactions and generates reports on call center performance, helping businesses optimize their service delivery.
- Log all customer calls and interactions in a central database, categorizing them by issue type, resolution, and outcome, ensuring that all customer inquiries are documented for future reference.
- Generate detailed reports on call center performance, including metrics such as call volume, resolution times, and customer satisfaction scores, providing management with insights into performance.
- Analyse trends in customer complaints or inquiries, identifying recurring issues that may require process improvements or additional staff training.
