Primary Responsibilities:
Call analysis by Monitoring both inbound and outbound interactions to ensure that agents are providing excellent customer service as per predefined quality metrics.
Compile and promptly prepare daily, weekly, and monthly reports according to approved reporting standards.
Track agents' performance, systems, and tools
Ensure that Customer Service Executives (CSEs) perform in line with the company's objectives.
Continuously evaluate and identify key behaviors and issues that either drive or reduce sales and customer satisfaction, in order to address any deficiencies.
Assess agents' quality performance.
Recommend, implement and monitor corrective actions to ensure quality standards are achieved
Desirable Skills & Qualifications:
Degree in Business Administration or any related field.
Minimum of 1 year experience in customer service.
Excellent communication and interpersonal skills.
Highly motivated, organized, detail-oriented, and innovative.
Strong presentation and articulation skills.
Team-oriented with a focus on execution and strategy.
Commitment to continuous learning and development.
Understanding of Contact Centre best practices.
Apply via :
ix.com
Leave a Reply