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Job Description
- Guide and mentor team as a role model. Assist with new hire training by allowing them to shadow, observe and listen to calls in accordance with training guidelines and protocols. Observe new hires and provide feedback to supervisors.
- Continuously monitor and check the team's performance and ensure it is consistent with the overall customers & Internal objectives and timelines.
- Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or customers’ needs.
- Ensure agents adhere to schedules and minimize the absenteeism of agents.
- Give technical assistance to agents from his team and from other teams if required.
- Identify process/team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation.
- Keep self-updated on organizational products, offers and processes.
- Attend and actively participate in daily, weekly, and monthly departmental meetings, in-services, training and coaching sessions.
- Ask customers to provide feedback on agents and customer service experience.
- Investigating and solving customers' problems and issues related to their accounts.
- Act as an account manager to our clients.
- Perform other related duties as required or assigned by the Customer Service Manager.
- Assist with the training and development of new team members.
Job Requirements
- Bachelor’s degree / or equivalent combination of education, training, and experience in Business Administration or in any relevant field.
- Excellent in Computer skills
- Good Communication and Negotiation Skills
- Customer orientation, ability to adapt and respond to different types of characters.
- Ability to use positive language.
- Problem Solving Skills.
- Strong building reports skills.
