Job Details
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Job Description
- Reviewing daily & weekly reports of collected data to determine the level of customer care agents' achievements.
- Monitoring the team’s performance and ensures customers are satisfied.
- Supporting the team by showing them how to perform the tasks.
- Handling major incidents that cannot be resolved by agents
- Plans, prepares, and devises work schedules, according to workloads and new projects.
- Train agents on how to adequately address problem over the phone and how to write correspondence
- Rewarding and disciplining employees by appraising their performance
Job Requirements
- Decision Making
- Coaching
- Supervision
- Giving Feedback
- Have a strong work ethic and team player mentality.
- Strong detail orientation and communication/listening skills.
- Strong decision making and analytical abilities, stress tolerance, attention to detail and accuracy.
