Job Overview
This position will be a part of the Operations team. Resource will be responsible for organizing and directing the staff of our contact center, assessing their work, and giving them feedback to maximize performance.
Job Description
- Assist in the formulation of targets for individuals and teams
- Answer questions from the CSEs & Supervisors and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as CSAT/NPS, AHT and QA
- Ensure adherence to policies for attendance, established procedures etc
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Any other task assigned by the management from time to time
- All assigned reports
Job Specification
- Must have 1 - 2 years experience of Supervisory Role in Customer Services/Contact Center/Call Center
- Must have excellent organizational and leadership skills
- Must have people management skills and knowledge about CSAT/NPS, AHT, and QA
- Ability to manage projects independently and meet tight deadlines
- Excellent communication skills
- Proficient in MS Office, Outlook, and HRIS
