Overview
Oversee activities of his team and hence of Contact Centre in their respective shifts to ensure quality performance and smooth operation. Organize and direct the staff of our Contact Centre. Assess team’s work and give them feedback to maximize performance.
Qualifications
Minimum Graduation
Good communication and interpersonal skills, teamwork, discipline, and time management. Analytical skills, excellent management and leadership skills, coaching skills, ability to work under pressure, and proficiency in Microsoft Office (Excel & PowerPoint).
Responsibilities
* Communicate the company’s vision, purpose, and core values to grassroots-level employees.
* Implement the policies of ibex in his/her respective team.
* Handle team’s concerns and provide conflict resolution; address all grievances.
* Ensure that the highest level of quality customer care is delivered based on pre-defined quality benchmarks.
* Speak in an accent that is fully understood and appreciated by the consumer.
* Understand consumer language and accent and respond to questions in the best possible manner.
* Have an extensive understanding of FAQs to ensure smooth delivery of information to the consumer.
* Possess extensive exposure to and first-hand knowledge of the relevant culture, names, addresses, and languages.
* Have knowledge regarding the efficient usage of software for data entry and/or searching.
* Possess adequate product knowledge for onward transmission to the consumer.
* Motivate employees to meet all targets and create a healthy competitive environment through recognition, guidance, and incentive programs.
* Create a sense of ownership among employees.
* Facilitate team member development through additional training and goal setting as identified.
* Ensure that employees are following the schedule properly.
* Maintain accurate agent performance stats and reports.
* Identify and foresee problems in the existing operations system and propose solutions and improvements.
* Improve and facilitate teamwork and coordination through effective communication within the team.
* Take escalation calls when needed and promote exceptional customer service by providing first-hand resolution.
* Promote professionalism in the contact center environment.
* Be proficient in the use of Microsoft Office Suite.
* Perform other related job responsibilities as assigned by the Contact Center Manager.
* Skilled at client management, account management, and support team management.
Knowledge of the processes outlined for:
* Case Handling
* Call backs
* Escalations
* Forwarding
* Reporting / Data Logging
Reports
* Statistical data to analyze team’s performance.
* Analytical view of team’s KPIs and trends.
* Root cause analysis of challenges and actions taken.
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