This person will be responsible for the development, coordination and management of campaigns and customer relationship function among the client by meeting higher standards of performance.
Responsibilities
Serve as Subject Matter Expert regarding all inquiries and coordinate with team coaches to ensure that all process updates are effectively understood and communicated to their respective teams
Performance Management of assigned Team Coaches through report analysis, individual feedbacks and weekly meetings
Participate in the Recruitment process and manage the Customer Service (Contact Center) team.
Implement policies and procedures relating to appropriate Contact Center quality control systems.
Ensure and maintain a proper discipline and work environment relating to company’s code of business conduct
Promote professionalism in the contact centre environment.
Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
Ensure Sales targets are being met by the Supervisors.
Co-ordinate with WFM/Tech and relevant teams in the time of system issues/outages and work to resolve the issue
Share relevant reports with Supervisors
Address concerns of agents relating to matters of adherence, attendance, performance and issues with relevant departments
Setting and meeting performance targets for efficient sales and quality
Monitoring random calls to improve quality, minimize errors and track operative performance.
Skilled at client management, account management and team management.
Handle day to day client deliverables smoothly.
Responsible for the specific tasks on behalf of the department head in his/her absence.
All assigned reports
Qualifications
Graduation
Analytical Skills
Excellent written/verbal English communication skills