Job Details
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Job Description
Job Summary / Overview:
- Responsible for managing and improving the performance of a group of advisors withing the operations.
- Maintains a healthy and professional relationship among the team to control the attrition and improve the E-SAT, thus improving the overall performance.
Key Responsibilities and Accountabilities:
- Oversee daily activities, ensuring team members adhere to policies and procedures.
- Monitor and evaluate team performance, providing constructive feedback for improvement.
- Enhance the skills of team members, by providing the coaching needed.
- Address and resolve customer concerns escalated by team members, ensuring customer satisfaction.
- Manage KPIs to assess team efficiency and take corrective actions when necessary.
- Collaborate with management to set and achieve team targets aligned with organizational objectives.
- Encourage and motivate team members to achieve individual and collective goals, fostering a positive work culture.
- Generate and analyze reports on team performance, providing insights to improve overall contact center efficiency.
Job Requirements
Education and Specific Training:
- University Graduate
- Bachelor’s degree in BA, Marketing or a related field
Work Experience:
- Minimum 1 year experience as a team leader
- B2 English Language
- Strong leadership & communication skills
- Ability to lead team members technically and to achieve high performance
- Organizational and time-management skills