Hard Skills
IntermediateWorkforce SchedulingThe process of organizing staff shifts to ensure adequate coverage of telephone lines during peak and off-peak hours.
AdvancedQuality Assurance MonitoringSystematic monitoring and evaluation of operator calls to ensure compliance with service standards and protocols.
IntermediatePBX/VOIP System ManagementTechnical knowledge of Private Branch Exchange or Voice over IP systems to manage extensions, routing, and basic troubleshooting.
IntermediatePerformance Data AnalysisInterpreting call center metrics such as Average Handle Time (AHT) and abandonment rates to improve team efficiency.