Responsibilities:
- Training new customer service team members
- Using customer relationship management software (CRM) to document customer interactions
- Monitoring average call length and overall team volume
- Listening to individual calls to ensure quality
- Leading performance reviews for team members
- Creating intervention and improvement plans for team members
- Creating reports for the director of customer services
- Suggesting new procedures to improve customer service
- Resolving escalated customer issues
- Motivating customer service team to meet goals
Qualifications:
- Minimum of 5 years solid leadership experience
- Required industry – BPO companies, leaders from operations side
- Strong coaching experience, concrete experience in talent building/development
- Preferred: Implementation background, project management
Work schedule – GYS
Work location - Makati, Glorietta
