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
Requirements
-Minimum bachelor degree in engineering, management, communication fields -Strong English skills (both written and spoken) -Very strong knowledge in Excel, PowerPoint, Visio and word -Proven background for minimum 3 years as supervisor of a team with 20+ people in call center/contact center -Strong leadership and communication skills -Strongly data oriented and customer centric -Ability to judge and make decision -Being familiar with 5S, 6Sigma and Kaizen is a plus
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Educations
Seniority
