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Primary Responsibilities:
- Supervise a team of customer service agents, ensuring they meet performance targets, including customer satisfaction, call handling time, and resolution rates.
- Monitor real-time performance metrics and provide immediate support and guidance to team members.
- Conduct regular coaching and feedback sessions to help team members develop their skills and improve performance.
- Handle escalated customer issues and ensure prompt and satisfactory resolution.
- Create shift schedules, ensuring adequate coverage to meet customer demand.
- Collaborate with the Quality Assurance (QA) and Training teams to identify training needs and performance improvement areas.
- Foster a positive team environment by promoting open communication, team collaboration, and employee engagement.
- Lead team meetings to share updates, best practices, and address any issues or concerns.
- Track and report team performance metrics to management, offering insights and recommendations for improvement.
- Stay updated on company products, services, policies, and procedures to provide accurate information to agents.
- Assist in hiring and onboarding new team members as needed.
Ensure compliance with company standards, policies, and procedures across the team
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