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Job Description
- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
- Conduct presentation & business simulation with new hires
- Compile and track performance for teams and individual level.
Job Requirements
- Males & Females (Graduates Only)
- Excellent communication skills
- Coaching skills
- Previous experience is the same field & Job Title is a must (Offshore Project).
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