Job Details
Experience Needed:
Career Level:
Education Level:
Gender:
Salary:
Job Categories:
Skills And Tools:
Job Description
Responsibilities:
- Supervises/manages the daily activities and performance of the Account Advisors
- Generates and sends agreed reports to clients regularly as per client requirements
- 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 the 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)
- Asses the Advisors performance on monthly basis and calculates variations on set standards
- Generates monthly invoices (for monthly projects)
- Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required Capacity Score’s and occupancy targets
- Logs and acts on the client’s requests
- Communicates to WorkForce any changes to schedules or WorkForce levels on needed schedule changes
- Maintains staffing scheduled during hours of operations whilst accounting for absenteeism
- Adheres to monitoring schedule sent by WorkForce on the unit on a weekly basis
- Adheres to the Team Leaders schedule communicated by the WorkForce unit
- Ensure achievement of KPIs
- Deals with variances from KPIs standards
- Ensures that end-user privacy policies are properly implemented
- Ensures that team members adhere to Atheel policies
- Performs other related duties
Job Requirements
Functional Level:
- 1-2 years of experience on the same title
- Operational Knowledge
- Numerical Knowledge
- Understanding of client’s business
- Knowledge of policies & procedures
- Knowledge of current performance metrics
Business Level:
- Awareness of Company SOD
- Awareness of Call Center Business
- Awareness of Client related industries
- Males only
Interpersonal Level
- Strong leadership skills
- Dynamic
- Influencing skills
- Good time management skills
- Result orientation
- Quality focus
Problem Solving:
- Skills to identify and analyze problems
- Skills to maximize resources utilization
