Job Description
Duties and responsibilities
- To manage the dayto-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, 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 sales, 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.
- Responsible for Training and development of staff.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team.
- Compiling reports on team's performance and customer feedback.
Qualifications And Key Competencies
- At least 2 years experience in similar capacity is required for this position
- Experience on phone, email and live chat support preferred but not required
- Experience in Technical Support is preferred
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue
resolution and customer satisfaction
- Resourceful, able to multitask and has high attention to details
