Job Description

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

• Manage the team performance and career development of the team
• Own and create performance improvement plans
• Act as escalation point and take immediate action during call spikes to ensure proper coverage
• Ensures initial and ongoing training are complete and updated with latest content
• Performance management of all representatives
• QC of voice and non-voice transactions
• Deliver 1 on 1 feedback
• Create action plans in consultation with operations
• Analyze & identify processes which deviate from approved workflows & participate in updating or documenting them
• Participate in calibrations with the Ops team, present analysis, document changes & report out to the Client• Create content for trainings
• Facilitate new hire training, TNI analysis, coaching, conducting performance evaluation of trainees
• Create and deliver refresher trainings
• Create and update Knowledge base (KB)

Skill Requirements

• Customer service/customer operations experience
• Proven ability to build, manage and foster a team oriented environment
• Excellent written and spoken communication skills
• Excellent communication and written skills
• Excellent time management skills and the ability to prioritize work accordingly
• Ability to effectively interact and collaborate across functions and levels

Other Requirements