* provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered ina timely,efficientand knowledgeable manner.
* provides continual evaluation of process and procedures.
* responsible for suggesting methods to improve area of operations,efficiencyand service to both internal and external customers.
* provides statistical and performance feedback and coaching daily to each team member.
* be alwaysavailable to employees who experience work and/or personal problems providingappropriate coaching,counseling,directionand resolution.
* ensure to write and administer performance reviews for skills improvement.
* manage nesting agents to ensure proper performance before movingto the operationsfloor.
* incorporate performanceinterventionto accelerate learning.
* responsible for managing and motivating the csrs to work simultaneously with them to hit kpis and metrics.
* assist operations manager to resolve customer complaints and issues
* handling employee related issues and monitoring transaction
* monitor team performance in terms ofe.g.nps, csat, fcr, adherence, and attrition etc.
* ensure that employees adhere to the company's policies, procedures, guidelines,rulesand work.
* manage the fair and consistent application of performance management and disciplinary measures as necessary
required skills and experience:
* bachelor's degree in any field preferred
* team management experience at least one year preferred
* minimum of 2 years' experience within a contact center environment as a team leader
* experience within customer services, inbound and outbound projects preferred.
* excellent leadership and communication skills
* strong coaching and people-development skills through call listening, quality feedback, etc.
* google suit (gmail,slidesand spreadsheets) and ms office knowledge preferred.
* ability to deal with demanding customers and escalations
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