Kinte Hall Email & Phone Number

United States

Certified Quality Work keys/Gauges

Maintains attendance for the call centerCreates and modifies employee work schedule on a daily/ weekly basis Forecasts staffing coverage needs according to call volumeSupervises real-time workflow for all staff members in a virtual and traditional environment to meet service level agreements and contract commitments.Assigns duties and monitors work for exactness, neatness, and compliance with policies and procedures.Responsible for overall department capacity Oversees department telephone outcome analysis WFH data usage. Monitoring agents for time management Conducts ISO policy & procedures training and mentors call center agents. Responsible for agent schedule adherence reports

Coaches staff to achieve quality standards and meet established key performance indicators. Resolves employee issues and provides employee feedback to the management team. Provides support to the Contact Center floor for information inquiries, relays instructions, and handles escalated caller issues as needed. Builds rapport with internal staff to promote a team environment. Analyzes work procedures and makes suggestions to management for process improvement. Corresponds with other departments within the organization and external clients to improve operations and exchange information. Develops and maintains spreadsheets, databases, and professional documents. Conducts quality assurance evaluations and documentation audits.

Provided excellent and responsive customer service. Answered calls from multiple client lines; 10 organizations, averaging 100 calls daily.Managed email accounts for multiple clients, up to 14 boxes at a time. Trained newly hired call center agents on policies, procedures, and client work instructions. Anticipated and responded to callers’ needs and maintained a flexible and service-oriented attitude. Ensured issues and concerns were addressed and resolved or escalated to the appropriate leadership capable of providing a resolution. Consistently exceeded established goals for call and email quality.