Job Description
Keep Management Updated: Relay vital information in the form of timely and accurate reports.Impact the Bottom Line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
Define reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs. Strengthen Relationships: Establish and maintain communication with clients and/or team members; Understand needs, resolve issues, and meet expectations.
Take the Lead: Monitor Work queues/e-mails as per defined sample plan and targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self- motivated to involve in self and team development
Qualifications
Our most successful candidates will:
- Have overall Years of Experience Minimum 1 year of experience on papers as team leader
- Have experience in supporting Inbound and Customer Services
- Be attentive to details
- Be able to work in a fast-paced environment
- Have good working knowledge in MS Office applications: Word, excel, & PPT
- Be able to adjust quickly and smoothly to changing priorities and conditions
- Have ability to interpret data, identify trends, and make suggestions for improvements
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
recruiter@sanasearchinternational.com
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