This person will be responsible for the development, coordination and management of campaigns and customer relationship function among the client and their customers by meeting higher standards of performance and quality KPIs set by the mutual agreement of the company and client This person should have strong management skills, proven ability to deliver quality service on schedule, the ability to "see the big picture", and the energy, motivation and communication skills to play a future manager role in a dynamic, growing technology based company.
To assist in implementation and maintenance of highest level of quality systems within the call center
To be able to handle employee concerns and provide conflict resolution. To address all employees’ grievances to respective departments
To supervise the regular monitoring and evaluation of the performance of each team with respect to the quality matrix
Striving for continual improvement of the customer service quality systems and the processes by which they are developed
Provide the leadership required for the successful completion of projects assigned to the Customer services (call center) team, striving for continual improvement of the Customer relationship management
Liaise with all departments to have a good understanding of products, procedure and processes to enable us to assist team and the customers with queries