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Job Description
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- ensure that procedures are followed and customer receive high-quality service
- Optimize CSRs performance from both a quality and efficiency perspective
- Provides statistical and performance feedback and coaching on a regular basis for each team member.
- Address disciplinary and/or performance problems according to company policy.
- Drive knowledge transfer within the team
- Roster distribution to achieve the target
- Provide input/feedback to Management team where required
- Remain well versed in Call Monitoring policies, procedures, standards and documentation
Job Requirements
- 2+ years as lead or higher position. (telco background is preferred)
- Very strong C-SAT and NPS background.
- Very good English proficiency
- Flexible With Rotational shifts and days off.
- Very good Excel skills
- Excellent Communication skills.