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.

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.

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.