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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Role / Responsibility
- Manage teams and ensure quality and productivity targets are met
- Develop strategies on the floor for reducing attrition and improving employee satisfaction
Team Management
- Lead and manage a team of agents.
- Monitor and evaluate agent performance, providing coaching and feedback.
- Set clear team goals and Key Performance Indicators (KPIs).
- Conduct regular team meetings and create an open communication environment.
Performance Monitoring
- Track and report on team performance metrics.
- Identify training needs and provide necessary coaching.
- Recognize and reward high performance.
Customer Service
- Ensure all calls are handled professionally and in accordance with company guidelines.
- Address and resolve customer complaints and issues promptly.
- Maintain up-to-date knowledge of pro...