Job Description
Key Responsibilities:
- Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
- Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
- Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
- Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
- Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
- Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
- Analyze call center data and trends to identify opportunities for process improvements and optimization.
- Conduct regular performance evaluations and provide constructive feedback to team members to support their pr...
- Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
- Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
- Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
- Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
- Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
- Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
- Analyze call center data and trends to identify opportunities for process improvements and optimization.
- Conduct regular performance evaluations and provide constructive feedback to team members to support their pr...
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