Skills And Tools:
Your Role Will Be:
- Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
- Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
- Ensure agents adhere to schedules and minimize absenteeism of agents
- Explains and communicate KPIs / performance measuring parameters for team members
- Identify performance gaps for specific individuals and create action plans to improve performance.
- Provide opportunity to Reward and Recognize High Performance.
- Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
- Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
- Give technical assistance to agents from his/her 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
- Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
- Respond effectively to escalate transactions, customer complaints and report escalations.
- Support the queue if necessary
- Prepare and submits internal reports
- Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
- Continuously monitor, analyze agent related metrics and provide actions for improvements.
- Enhance self-process knowledge of handling transactions (calls / emails/cases)
- Keep self-updated on organizational products, offers and processes
- Introduce or suggest process improvements by using knowledge and experience
- Manage the Call Center Staff
- A Bachelor's degree is a must.
- Very good command of Arabic and English (oral and written).
- 1+ years of experience as a Team Leader.
- Experience in call center is preferred.
- Leadership Skills.
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