supervisor, Call Center

- Assist Policy Services - Customer Services manager in managing Call Center team - Perform QC calls and train CC members about Customer Service skills, SHLV Product- Support Call Center team in handling complaint cases - Prepare monthly reports of Call Center team- Frequently update the company policies and procedures then train Call Center team to ensure Call Center team follows the policies/procedures.- Manage projects belonging to Call Center team.- Yearly review inbound/outbound procedures and prepare the revised procedures of Call Center team. - Yearly review and prepare the revised customer care program.- Be the project owner of CC projects.- Other tasks assigned by the line manager.