q Effectively manage agent's break schedules.
q Ensure that commitment is met daily.
q Work with the manager to conduct real-time root cause analysis of impact stop productivity.
q Ability to effectively present information and respond to questions from team managers, team members, sellers and customers.
q Acts as subject matter expert Report Concerns, report processes, and reporting templates
q Ensures that team member schedules are adjusted and in timely manner; adjustment includes finding relievers
q for plotted leaves and emergency absences as per Manager approval.
q Monitoring/Audit Agent Performance Against Defined Procedures/methodology
q Ensures that immediate coaching is provided to team members with reported errors either from internal appropriate
q Action plans are strictly implement endure to meet quality metrics.
q Provides On-going performance support new and/or under-performing team members, including coaching and remedial training.
q Ensures that team members are updated on the productivity and quality performances on daily, weekly and monthly basis.
q Attends daily status and weekly meetings as required.
q Ensures House Rules, policies and procedures are strictly followed.
q Bachelor’s degree
q In-depth knowledge process
q Excellent Communication And Leadership Skills
q Organizational And Time-management skills.
q Decision-making skills.
q 1 year of experience in customer service
q Able to manage agents on the floor
- An amazing opportunity to learn from colleagues across Asia, in more developed markets