Job Details
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Job Description
Reporting To:
- Account Manager
Direct Reports:
- 12 – 15 Account Advisor
Job Purpose:
- Responsible for providing quality and efficient customer service to customers through the management of his team to include ensuring performance targets and objectives are met
Key Responsibilities:
- Supervises/manages activities and performance of the Account Advisors
- Handles Account Advisors needed for on-job training and coaching
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
- Manages difficult calls by acting as first line of escalation
- Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
- Adheres to all schedules (Advisors / operations / Monitoring)
- Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
- Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
- Logs and acts on client’s requests
- Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
- Ensures that end-user privacy policies are properly implemented
- Ensures that Team members adhere to RCC policies
- Performs other related duties
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
- Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
- Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
- Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
Areas Job Impacts:
- Overall project performance
Contacts within Raya but outside own area of work:
- Work Force Department - Human Resources Department – Information Technology - Quality Assurance Department – Account Management - Training Department
Job Requirements
People Management & Leadership:
- Provides leadership and guidance to own team
Financial Impact:
- Penalties for not meeting project KPIs
Required skills, expertise & Knowledge:
Functional Level:
- Operational Knowledge
- Numerical Knowledge
- Understanding of CRM (and other related sofware)
- Understanding of client’s business
- Knowledge of policies & procedures
- Knowledge of current performance metrics
Business Level:
- Awareness of Company SOD
- Awareness of Call Center Business
- Awareness of Client related industries
Interpersonal Level:
- Strong leadership skills
- Dynamic
- Influencing skills
- Good time management skills
- Result orientation
- Quality focus
Problem Solving:
- Skills to identify and analyze problems
- Skills to maximize resources utilization
Educational Background:
- University Degree
Professional Experience:
- 2-3 Years of related work experience
- Call Center background is a must
Language Skills:
- Fluency in the supported languages (Italian & English)
