AM Ops Sagility
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Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities:
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- Supervise and lead a team of customer service representatives ensuring they meet performance and service quality standards.
- Conduct regular team meetings performance reviews and provide ongoing coaching and feedback.
- Foster a positive and motivating work environment promoting teamwork and professional growth.
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- Monitor daily operations of the contact center ensuring adherence to schedules service level agreements (SLAs) and key performance indicators (KPIs).
- Manage call volume response times and agent productivity to maintain high customer satisfaction.
- Implement and uphold policies procedures and best practices.
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- Conduct quality assurance checks and audits to ensure consistent and high-quality customer interactions.
- Address escalated customer issues and complaints providing resolution and improving service processes.
- Analyze call center metrics and reports to identify areas for improvement and implement corrective actions.
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- Develop and facilitate training programs for new hires and ongoing training for existing staff.
- Ensure team members are knowledgeable about products services and customer service techniques.
- Keep the team updated on new processes technologies and industry trends.
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- Prepare and present regular performance reports to the Contact Center Manager.
- Utilize data and analytics to drive decision-making and strategic planning.
- Identify trends and insights to enhance customer service and operational efficiency.
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- Work closely with other departments (e.g. IT HR Sales) to ensure seamless operations and support.
- Communicate effectively with team members management and stakeholders.
- Participate in cross-functional projects and initiatives to improve overall business performance.
