Job Description
-Monitor and lead 70+ Call Center Agents
-Lead queries from customers and handle VOC, Complaints, etc.
-Detect opportunities for improvement in AHT, Service Level, Queue Time, FCR, etc. and implement required changes in this regard
-Analyze daily performance reports and take required action for performance improvement
-Implement weekly feedback program
-Improve the defined KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric
-Empower and Engage the Customer Service Team
-Work effectively with all peers like Commercial, Finance, Marketing, Logistics, Fulfillment and specially operation departments to negotiate and influence customer improvements