Job Level
Mid-LevelSenior
About the role
- Manage, coach and motivate call center representatives and conduct quality assessment of calls and all interaction points with customers.
- Head call center employees and assist in training and mentoring, providing ongoing coaching and support after training.
- Ensure adherence to policies for attendance and established procedures; monitor, identify and resolve performance/behavior/attendance issues.
- Regularly monitor performance metrics, conduct evaluations and one-to-one performance engagements; provide constructive feedback.
- Examine customer interaction and experience metrics, provide insights on trends, process compliance and team improvement areas.
- Perform real-time floor monitoring to ensure schedule and shift adherence; provide floor assistance for customer queries.
- Conduct pre-shift team meetings daily to set focus and priorities and ensure agent productivity against KPIs.
- Keep up to date with business development and new product lines and relay knowledge to the team.
- Manage day-to-day activities, prioritize tasks, assess risks/impacts and ensure SLA achievement.
- Ensure regular training content development from training needs assessments and conduct training/calibration sessions for consistency.
- Assess agents’ calls and ticket interactions per internal standards and deliver meaningful feedback.
- Manage fair and consistent performance management and disciplinary measures when necessary.
- Ensure daily, weekly and monthly reporting on service campaign performance for agent performance and quality output.
- Ensure clients are served within required timelines and drive process/policy improvements for customer satisfaction.
- Handle escalations, major system outages and emerging issues disrupting service delivery; follow through with stakeholders.
- Work with management to identify and deliver operational improvements, efficiencies and highlight risks.
Requirements
- Hold a Bachelor's Degree.
- Have strong proficiency with technology, especially computers, software applications and phone systems.
- Have good technical and data interpretation skills.
- Posses exceptional verbal and written communication skills.
- Showcase strong interpretation of company products, policies and services.
- Are able to coach, train and motivate employees and evaluate their performance.
- Have excellent problem solving, guidance, and customer service skills.
- Are efficient and thorough with passion in customer service.
- Have the ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.