About the role
Provide feedback and support to the Customer Care team to ensure that all issues are resolvedContinuously monitor the performance of the team, and craft tailored development plans for each member.Provide the required training sessions for existing employees frequently.Oversee day to day performance and workflow, ensuring SLAs and targets are met.Conduct coaching sessions and 1:1s in an organized manner.Monitor chats/calls/tickets either live and saved and provide feedback.Support Process Improvement and contribute to process optimization.Monitor adherence and conformance to shifts and schedules.
Participate in budget build up.
Minimum 5 years experience in a call center environment.
Minimum 3 years of experience as a leader (managing voice & non voice teams).
Bachelor’s Degree.
Awareness of voice and non-voice KPIs.
Fluent in English.
Minimum 5 years experience in a call center environment.
Minimum 3 years of experience as a leader (managing voice & non voice teams).
Bachelor’s Degree.
Awareness of voice and non-voice KPIs.
Fluent in English.
