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Job Description
- Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the SYE approach
- Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
- Supports, motivates, evaluates, develops, and coaches the call center agents to meet and exceed individual/team targets.
- Perform mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers.
- Handle all escalations cases on systems and provide solutions.
- Maintain monthly operation reports reflecting all indication figures across all sections and presents them to management.
- Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives
Job Requirements
- 4+ years of related working experience and +2 years in a similar role in a leadership position in any service industry, preferably in the same industry; experience with low-cost products is a plus.
- Proven record in achieving sales and meeting targets.
- Effective persuasive, negotiation, and problem-solving skills.
- Capable of identifying problems and immediately reacting to situations of different natures such as angry customers, complaints, and special requests.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Strong communication skills, both written and verbal (English B2)
- Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach, and provide direction to a team of employees
- Willingness to work a flexible schedule