Job Description
Global Quest Consulting Group
On-site – Pasig
Responsibilities
- Actively enforces the operation’s goal, policies and procedures.
- Implements standards in the company training and development, supports agents, handles escalations, monitors the contact center performance and works in conjunction with administration.
- Monitors a team of Customer Helpdesk associates.
- Provides floor support, coaching and feedback to agents.
- Handles irate customers and escalates their concerns.
- Ensures prompt escalation to business units pertaining to the complaint/request of customer.
- Disseminates information to all agents to ensure correct updates to the customers.
- Works closely with the Workforce team to monitor all issues of agents in terms of attendance.
- Prepares and discusses monthly PMS of agents.
- Ensures that the team hits the passing/target metrics.
- Issues Notice to ...