Leadership development
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Jul 13, 2007
I would like to receive a copy of a job description for a customer care representative in a call centre. I would also like a job description for team leaders. -- Hans Oni, Globacom Nigeria
– Hans Oni
Hello Hans, Here are sample job descriptions for agents and team leaders: Agent: * Identify and handle customer inquiries. * Apply customer service policies. * Perform business retention activities. * Resolve customer problems * Educate customers on products and services offered. * Match product benefits with customer needs. * Enter coding and tracking information completely and accurately. Team Leader: * Resolve agent and customer issues. * Participate in new-hire interviews. * Conduct performance reviews and team meetings. * Help to handle the workload, if and when feasible and appropriate. * Conduct monitoring and coaching sessions. * Coordinate with training and quality assurance to identify systemic quality-improvement opportunities. * Represent the team on special projects/initiatives. I hope this information is helpful to you. -- Mohamed Haqqi, CookDoor, Egypt
Often, when I am looking for inspiration to write a job description I visit popular job search sites, such as Monster.com, to get my creativity flowing. I enter as a person seeking employment and read other companies' job descriptions for similar positions. It is easy to find phrases in those job descriptions that can help you articulate your expectations as you write your own. -- Kristy Powers, CARFAX
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