Job Details
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Job Description
- Supervises/manages activities and performance of the Account Advisor’s
- Handles Account Advisors needed for on-job training and coaching
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
- Manages difficult calls by acting as first line of escalation
- Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
- Adheres to all schedules (Advisors / operations / Monitoring) Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
- Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
- Logs and acts on client’s request
- Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
- Ensures that end-user privacy policies are properly implemented
- Ensures that Team members adhere to RCC policies
- Performs other related duties
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
- Conduct process improvement opportunity on all assigned teams in order to maximize efficiencies and quality in service delivery and provide value added to clients.
- Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
- Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
Job Requirements
- Problem Solving:
- Skills to identify and analyze problems
- Skills to maximize resources utilization
- 2-3 Years of related work experience Call Center background is a must
- Fluent English
