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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
Responsibilities
- Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
- Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
- Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
- Ensure the proper and effective implementation of new and existing customer service structures & procedures
- Understand & analyze traffic reports, proactively make suggestions for improvement
- Monitor team attendance, document infractions and implement corrective action
- Assist with planning/organizing the proper coverage & align staffing
- Supervise the quality assurance process and related training of staff members to ensure quality customer service.
- Participate in recruitment activities (screening...