Support and Monitor | - Manage all the CE queues (inbound, outbound, onboarding, ticketing, emails and complains) making sure that no delays will take place.
- Assign the daily tasks to the CE team members.
- Monitor the cases that not following the agreed timeline.
- Apply the risk management standards (case at risk alarm to different departments).
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Performance | - Maintain company SLAs (Monitor daily, weekly and monthly staff performance).
- Ensure quality standards across the teams (by monitoring calls and applying QC scorecards).
- Conduct one on one and monthly meetings with team members to ensure that all KPIs are communicated and achieved.
- Nominate mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
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Training and coaching | - Train and develop new team in needed skills, ranging from soft skills, negotiation, handling and time management to reporting and communication skills.
- Train team in how to effectively deal with customer complaints.
- Provide Coaching sessions as needed to the team members.
- Develop the team performance and set action plans as needed.
- Conduct needed brief to the team on any new process, products, services, updates or promotions.
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Reporting | - Create a template of weekly / monthly reports to be delivered to the CE Manager, showing weekly work progress.
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