Company Name 1
TransferHQ - Client: Round Table Pizza US (Food Industry)
Job Title
Shift Supervisor/Team Leader
Job Description
Supervise and support a team of agents, provide feedback, and ensure performance targets are met.
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Track and analyze KPIs (e.g., AHT, FCR, CSAT) to identify improvement areas.
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Ensure compliance with quality standards through regular call monitoring and coaching.
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Oversee shift operations, manage schedules, and ensure proper staffing.
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Handle escalated customer issues and resolve them effectively.
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Prepare and submit performance and productivity reports to management.
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Identify training needs, provide coaching, and support new hires.
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Ensure adherence to company policies, data protection regulations, and standard procedures.
Company Name 2
TransferHQ - Client: Round Table Pizza US (Food Industry)
Job Title
Customer Service Representative
Job Description
Handles 45-70+ calls daily. Take customer calls and provide accurate, satisfactory answers to their queries, orders and other concerns
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De-escalate situations involving dissatisfied customers, offering patient assistance and support
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Review customer or client accounts, providing updates and information about orders, deliveries and processing payments over the phone
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Collaborate with other call center professionals to improve customer service