Job Details
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Job Description
About the Job :
- Supervises and coordinates activities of workers engaged in customer service activities through phone
- Handel escalations if needed as a second line.
- Maintains time and attendance, productivity, and quality records daily. Prepares and generates the daily productivity report (APR) for management.
- Maintains time and attendance, productivity, and quality records daily. Prepares and generates the daily productivity report (APR) for management.
- Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
- Monitors and reports on the key performance indicators (KPI’s).
- Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
- Develop an action plan for improvement, implement corrective action. Trains and instructs employees.
Job Requirements
Job Requirement:
- Fluent English.
- Call Center Experience is A MUST.
- Tourism background / GDS Experience is A MUST
- Ability to manage and improve employee performance
- Efficiency in team management.
- Ability to conduct performance to help employees meet Performance targets
- Ability to monitor and coach team members.
- Ability to handle escalations from employees.
- Analytical Ability and root cause analysis
