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Job Description
- Responsible for day-to-day activities of Call Center operations.
- Develop a mentor and manage a team of Contact Center Representatives
- Coach, monitor and provide feedback to agents on a regular basis to improve performance.
- Motivate staff to achieve all assigned targets and goals.
- Improve performance by setting action plans and setting expectations to the team through the metrics
- To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
- To build a solid customer service team that exceeds goals and expectations.
- To supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team.
- To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients
- To supervise the team in accordance with the company policies and procedures.
- To resolve interpersonal issues within the team and escalate if required. In any case, the team LEADER MUST give direct feedback to his manager regarding these issues
- To schedule team staff meetings and functions.
- To report to senior management on customer service metrics, opportunities, and threats.
- To ensure that the team follows established procedures for each service request adhering to agreed KPIs, sales and quality standards to maximize customer satisfaction.
- achieve the pre-set KPIs for the call center and ensuring all agents are achieving it.
- working on performance outliers and coach them.
- conduct monthly one to one meetings with every agent individually.
- prepare the agents schedule and upload on the system on a weekly basis.
- prepare the agents to bonus on a monthly basis.
- handles customers complaints and escalations.
- Reviews Call Center team financial performance (Sales) on hourly/daily/weekly/monthly/yearly basis and takes action as required.
- Manages and develops a team of agents in line with organizational management processes with the focus on developing a highly motivated Contact Center.
- Executes processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
- Participate in monthly and quarterly employees’ development meetings/assessment if needed.
- Continuously investigate and introduce process improvement measures and raising to a higher management level if required.
- Ensure all AGM policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known deviation of any of these policies and procedures are communicated to the proper AGM Management immediately.
- Other duties as assigned.
Job Requirements
- Bachelor’s degree or equivalent.
- Minimum of 2 years’ experience in a similar role as a Team. Leader(Contact center or customer service environment) preferably in a multinational organization.
- Knowledge of customer service principles and practices.
- Fluent in English proficiency.
- Awareness of the industry’s latest technology trends and applications
- Excellent Ability in relevant computer applications.
- Advanced troubleshooting and multi-tasking skills
- Proven experience in managing large projects.
- Knowledge of performance evaluation and customer service metrics.
