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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
- To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
- Delivery of team service level components, quality and productivity targets & indicators.
- People Management, including all HR related issues, as well as staff development.
- Operational Management: Managing the floor, adherence to schedule.
- Ownership and problem resolution.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team.
- Com...