Job Overview
The person will be responsible for overseeing activities of his/her team assuring that the set targets for Quality and all other KPIs are being met so that all call center operations keep running smoothly. Core duties include assessing team’s performance scores, giving them feedback and providing all necessary support to maximize team’s performance. The person should possess strong communication skills, impressive leadership, the energy and motivation and to play a key role in a dynamic, growing technology based company.
Job Description
- Communicate the company’s vision, purpose, and core values to the employees at the grass root level
- Implement the organizational policies in his / her respective team
- Works cohesively with support departments to ensure improved performance results
- Improve and facilitate teamwork and coordination through effective communication within the team
- Take escalation calls when needed and promote exceptional customer service by providing first-hand resolution
- Promote professionalism in the contact center environment
- Ensure that the highest level of quality customer care is delivered based on pre-defined quality benchmarks
- Have knowledge regarding efficient usage of software for data entry and/or search
- Ensure agents are meeting attendance requirements and are adhering to floor ethics e.g. agent dressing, mobile usage and work area cleanliness
- Knowledge of the processes outlined for
- Case Handling
- Call backs
- Escalations
- Forwarding
- Reporting / Data Logging
- Responsible for reporting when workstations, headsets, phones, equipment are not working and recommends areas of improvement to line management
- To be able to handle employee concerns and provide conflict resolution
- Resolve employees operational concerns
- To completely understand customer’s concern and respond to his/her questions in the best possible manner
- Keep the employees motivated in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs
- Create a sense of ownership among the employees
- Communicate clearly and directly with staff on a daily basis concerning performance expectations by coaching and providing timely feedback
- Check and validate the accuracy of the agent performance stats and reports
- To identify and foresee problems in the existing system and come up with initiatives and solutions and improvements in the system
- Live / Recorded call monitoring to ensure quality services are being provided to customers as per given standards
- Skilled at client management, account management and support team management
- Other related job responsibilities as assigned by Call Center Asst. Manager or Manager
- All assigned reports
Job Specifications
- Analytical Skills
- Good communication
- Excellent management and leadership skills
- Coaching Skills
- At least 2 - 3 years of experience