Responsibilities:
Team Supervision: Supervise and support a team of customer service representatives to ensure adherence to performance standards and achievement of service level goals.
Workflow Management: Monitor and manage call & email queues, ensuring efficient distribution of calls among team members and timely resolution of customer inquiries and issues.
Training and Development: Conduct training sessions for new hires and ongoing coaching for existing team members to enhance their skills and performance.
Quality Assurance: Monitor calls and transactions to ensure compliance with company policies and procedures, as well as adherence to quality and service standards.
Problem Resolution: Assist team members in resolving complex customer issues or escalations, providing guidance and support as necessary.
Reporting and Analysis: Compile and analyse team performance data, prepare reports, and provide insights to management for continuous improvement.
Team Motivation: Foster a positive and supportive work environment, recognize and reward team achievements, and encourage teamwork and collaboration.
Process Improvement: Identify opportunities for process improvement and efficiency gains within the customer service operations, and work with management to implement changes.
Customer Feedback: Gather and analyze customer feedback, identify trends and areas for improvement, and collaborate with relevant departments to address customer concerns and enhance the overall customer experience.
Bachelor's degree in business administration, communication, or a related field preferred.
Proven experience in a customer service call centre environment, with at least 1 year in a supervisory role.
Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve performance goals.
Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and team members at all levels.
Proficiency in Microsoft Office suite and call centre software applications.
Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing priorities.
Strong analytical and problem-solving abilities, with a keen attention to detail.
Ability to handle sensitive and confidential information with discretion.
Flexibility to work shifts, including evenings, weekends, and holidays, as required.
Job Types: Full-time, Permanent
Pay: 350,
- 00 - 450,000.00 per year
Benefits: - Health insurance
Provident Fund
Schedule:
Application Question(s):
- Are you open to work in night shift
* How many years of experience you have as TL/TC in a BPO/KPO
Work Location: In person
