About the job
This person will be responsible for the development, coordination and management of campaigns and customer relationship function among the client by meeting higher standards of performance.
Responsibilities
- Serve as Subject Matter Expert regarding all inquiries and coordinate with team coaches to ensure that all process updates are effectively understood and communicated to their respective teams
- Performance Management of assigned Team Coaches through report analysis, individual feedbacks and weekly meetings
- Participate in the Recruitment process and manage the Customer Service (Contact Center) team.
- Implement policies and procedures relating to appropriate Contact Center quality control systems.
- Ensure and maintain a proper discipline and work environment relating to company’s code of business conduct
- Promote professionalism in the contact centre environment.
- Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- Ensure Sales targets are being met by the Supervisors.
- Co-ordinate with WFM/Tech and relevant teams in the time of system issues/outages and work to resolve the issue
- Share relevant reports with Supervisors
- Address concerns of agents relating to matters of adherence, attendance, performance and issues with relevant departments
- Setting and meeting performance targets for efficient sales and quality
- Monitoring random calls to improve quality, minimize errors and track operative performance.
- Skilled at client management, account management and team management.
- Handle day to day client deliverables smoothly.
- Responsible for the specific tasks on behalf of the department head in his/her absence.
- All assigned reports
Qualifications
- Graduation
- Analytical Skills
- Excellent written/verbal English communication skills
- Excellent management and leadership skills
- Coaching Skills
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