Job Description:
- Monitors calls and coach on performance towards goals, quality and production standards.
- Coordination with BU partners for process activities, updates and process enhancements.
- Responsible for managing daily activities for the Client servicing Team.
- Works closely with service and operations leadership to ensure service level agreements (SLA's) are met, and quality survey scores remain high.
- Works with Call Center management to define policies and procedures.
- Ensures that expected call metrics are met by team - hold times, abandon rates, etc.
- Works on various projects to improve overall call center quality and service.
- Manage daily operations to ensure smooth function
- Metric management
- Act as primary contact for process updates, and enhance self and team expertise on process knowledge.
- Handle escalations and provide floor support.
- Call monitoring and call coaching on standards and soft skills.
- Co-ordination with BU partners on workflow
- Frontline people management
- Lead and coach the associates and Team Leads on process knowledge and Team Management.
- Must be a strong team player.
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