Call Center Administration
(การบริหารงานศูนย์บริการลูกค้า)
Definition
Call Center Administration (การบริหารงานศูนย์บริการลูกค้า) Hard Skill
The skill of managing call center operations effectively, including overseeing staff, ensuring customer satisfaction, and optimizing workflow and performance metrics.
Expertise Level
Level 1
Basic
1. Understands basic call center functions and workflows.
2. Can handle simple scheduling and administrative tasks.
3. Familiar with common call center software and tools.
Level 2
Intermediate
1. Coordinates staff shifts and manages resource allocation efficiently.
2. Monitors call center performance metrics and addresses common issues.
3. Supports training and development of call center agents.
Level 3
Advanced
1. Leads overall call center operations to meet strategic goals.
2. Implements process improvements to enhance customer satisfaction and efficiency.
3. Analyzes data for decision-making and manages complex staffing and budget planning.
