summary
about the company.
Internet
about the team.
Operation
about the job.
1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
2. Maintain and improve customer satisfaction across all channels and products
3. Accountable for managing absence, attrition and adherence within the teams;
...
skills and experience required.
1.Full-Time Bachelor degree or above;
2.Solid knowledge of call center management tools includes monitoring skills, coach skills, -telephone and other technology etc.
3.Ability to deliver quality results under pressure;
4.Fluent spoken and written English;
5.Proficient in MS office tools;
about the company.
Internet
about the team.
Operation
about the job.
1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
2. Maintain and improve customer satisfaction across all channels and products
3. Accountable for managing absence, attrition and adherence within the teams;
4. Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;
5. Responsible for maximizing team productivity;
6. To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
7. Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;
8. Developing excellent working relationships across all functions within the business and management of conflict situations;
skills and experience required.
...
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