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Job Description
- Manage team performance by assigning objectives per agent.
- Monitor agent, team performance, and take appropriate actions.
- Supervise workforce management on the team level, problem resolution, and all aspects of the team by recommending corrective actions that comply with COPC standards.
- Respond to customer questions when escalated through communication means.
- Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way.
- Manage employees HR related inquiries and actions through the HR management system.
- Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, and ensuring they are following the required structure for the calls.
- Create departmental-related reports on a periodical basis by tracking, measuring, and monitoring department performance.
- Coach, develop, motivate, monitor, and follow up on team members' performance for improving productivity and skills competencies.
Job Requirements
- Fluent in English.
- Grads only can apply.
- Excellent communication skills including business writing skills.
- Good working knowledge of MS Office
- Willing to work during weekends if needed.
