Job Description
Job Description
* Prepare and manage the weekly work schedule, ensure to update regularly to accommodate exceptions such as sick leaves, vacation days and training sessions.
* Generate weekly call reports from RingCentral to make sure service levels are being met, while identifying any anomalies (both positive and negative) that can be used for coaching and improving team or individual performance.
* Use the call scorecard to evaluate and rate the call recordings.
* Facilitate new hire training and provide comprehensive instruction to staff on all aspects of TAAP responsibilities.
* Ensure that all inbound TAAP emails are acknowledged within an average of 4 hours of receipt, maintaining timely communication and responsiveness.
* Make sure that all Expedia registrations are completed within 24 hours.
* Maintain compliance with the contracted Service Level Agreements (SLAs) with Expedia, achieving a minimum of 65% of inbound calls ...
* Prepare and manage the weekly work schedule, ensure to update regularly to accommodate exceptions such as sick leaves, vacation days and training sessions.
* Generate weekly call reports from RingCentral to make sure service levels are being met, while identifying any anomalies (both positive and negative) that can be used for coaching and improving team or individual performance.
* Use the call scorecard to evaluate and rate the call recordings.
* Facilitate new hire training and provide comprehensive instruction to staff on all aspects of TAAP responsibilities.
* Ensure that all inbound TAAP emails are acknowledged within an average of 4 hours of receipt, maintaining timely communication and responsiveness.
* Make sure that all Expedia registrations are completed within 24 hours.
* Maintain compliance with the contracted Service Level Agreements (SLAs) with Expedia, achieving a minimum of 65% of inbound calls ...
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