This position is responsible for managing the performance of call center representatives/ agents in operations focused on developing, tracking, monitoring, coaching, analyzing and providing feedback on performance. The objective is to consistently meet client goals and service level requirements in a timely manner. The position is also responsible for developing others in support of company goals and objectives.
Skills Required
Ability to use tools to put together analyses and performance reports on contact center metrics to aid in decision making
Ability to provide objective and specific coaching and feedback related to metric performance, call handling, call quality, and call metrics performance for individual development.
Ability to develop individual performance plans for agents on contact center metrics and personal development to impact client satisfaction and retention.
Ability to troubleshoot agent and team level performance on contact center metrics like service level, Chat AHT, FCR, NPS, Quality, Absenteeism, CSAT, R30, and other end user impacting metrics with a focus on Customer Satisfaction and Retention to achieve client satisfaction.
Ability to liaise with clients, report back performance results & analyses.
Ability to provide process improvement recommendations to both client and organization.
Ability to cultivate sales opportunities, maximize current technology (Assist) to the advantage of the program & seek other technologies.
Ability to create and implement engagement activities aimed at increasing performance, promoting agent retention, and motivation.
Minimum Qualifications
Can work in a fast-paced environment
Can work in revolving shifts (morning/night)
Candidate must possess at least a Bachelor's/College Degree in any field or completed at least 2 years in college (no back subject)
Strong English oral and written communication skills
Analytical and possesses above-average problem solving and decision-making skills
Can work with grace under pressure
Can work with a diverse set of people in a cross cultural environment across time zones and regions.
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