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Job Description
- Follow up day-to-day on the team to make sure that they follow the right process and procedures.
- Make sure that Customer complaints or requests got solved from the first time to achieve FCR.
- Track the team performance and set a proper action plan when needed.
- Monitor Agents’ performance and Transactions then deliver the feedback also effective coaching on time and on a regular basis to each team member.
- Motivate team members, listen to team members’ feedback and resolve any issues or conflicts.
- Generate clients’ reports and send them on time.
- Report team performance to the Supervisor on a regular basis (weekly/monthly).
- Prepare the salary sheet for the team.
- Communicate and Make sure that the team got acknowledged by any updates on KB whether it is major or minor.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Manage real-time.
- Perform the second interview for Agents.
Job Requirements
- Must be fluent in French.
- Customer service experience in a call center setting.
- Good Skills (Excel and PowerPoint).
- Very good communication skills.
- Very good problem-solving skills.
- Very good Leadership skills.
- Good Communication Skills.
- Aware of coaching techniques.
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