What is a Callcenter representative

Customer service representatives= is the heartbeat of a bpo company. They are the frontliner of a company when it comes to costumer-client relationship. They are also responsible for managing the client interactions to ensure long term costumer loyalty, which might include billings inquiries, routing calls, answering technical support questions

If you’re already a full pledge call center agent, you might be interested for these higher positions

• Quality assurance specialist- responsible for monitoring csr interactions against client specified policies and procedures. Then the Quality Assurance specialist suggest improvements through evaluations and reports to guarantee client standards are maintained and or exceeded

Quality assurance supervisor –trains the inferior level to ensure all project requirements and overall success of each projects are met and or exceeded.
Training and quality service manager-is responsible for ensuring client satisfaction through the management of the Training Quality functions. They are also responsible for the design, development, implementation, delivery and evaluation of client specific trainings to meet project goals.

• Trainer- ensures client satisfaction through the management and delivery of the initial training program. Theya re responsible for developing and administering employee-training programs, classroom supervision, up training by project, continually assessing program effectiveness and determining other training needs.

Trainer supervisor- manages staff trainers on a full time basis and determines training needs for client based programs. The supervisor has opportunities to design, develop and deliver training programs and project continuation as well as supporting the trainers in similar efforts.
Training and quality service manager- is responsible for ensuring client satisfaction through the management of the Training Quality functions. They are also responsible for the design, development, implementation, delivery and evaluation of client specific trainings to meet project goals.

• Operations supervisor- coordinates and supervises the activities od customer service representatives. He also frequently takes escalated or complex calls from costumers.

• Operations manager is responsible for operational excellence, productivity and development of the operational team.
  Senior operation manager- is responsible for operational excellenc, productivity and development of the operations team as it supports our client’s business needs.

• Site director- develops and facilitates the implementation of a world class strategy to enable costume service excellence in all team members across all customer management centers. As the leader, he oversees and analyzes performance metrics and manages overall client experience to guarantee client expectations are continuously met and or exceeded.