Determine whether the agents follow pre-determined parameters and adhere to acceptable quality norms through monitoring and evaluation.
Record feedback and let the Customer Service Expert know about his/hers areas of developments. Coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
Contribute to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal processes, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact.
Review evaluations, maintain tape files, and handle general administrative duties.
Facilitate Training program for enhanced productivity and quality of response.
Assist in Floor management where required
Conduct performance analysis and provide data to the senior management team to be able to enhance the overall quality of the floor.
Handle Escalations in case customer asking for a supervisor / manager
Maintain & Report team & individual performance and statistics through daily, weekly & monthly reports.
Works with the Operations Manager, Operations Supervisor, Business Communications Specialist and HR, to provide floor support / coaching to meet deliverables i.e. quality, customer satisfaction and performance objectives.
Work on customer services projects in conjunction with cross function teams
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Associate/Senior Associate -(NonTechnical)
Employment Type: Permanent Job, Full Time