Mô tả công việc
· Responsible for team mentoring.
· Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
· Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
· Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
· knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
· Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
· Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
· Contributing in offering recommendations for process product improvement to the Delivery Manager.
· Taking regular pre and post shift huddles discussing high and low pointers.
Yêu cầu ứng viên
· Candidates should be have as least 03 years experiences from senior customer service, and as least 01 year expience in SME at Call Center.
· Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring
· Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
· Ability to communicate and resolve issues that affect Performance Criteria
· Ability to share operational improvement and take action with other teams
· Ability to manage projects to improve employee performance
· Ability to handle escalations from employees on their team
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