Work closely with QA reviewing call evaluations and providing ongoing associate coaching and counseling ensuring KPI’s and customer service meets the client expectations.
Work closely with QA reviewing call evaluations and provide ongoing QA feedback, contesting call evaluations that may be questionable.
Work with the direct Supervisor and Manager for daily, weekly and monthly reports with key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
Works with TAC to ensure computers are in operating order.
Stay informed of all new process changes and ensure that agents are properly trained to handle questions about any of them.
Support the new hires on product knowledge, internal tools and other call taking processes.
Assist in administering team attendance records, staffing schedules and forecasts.
Build and maintain a positive working environment that attracts and retains high- quality staff.
Analyze call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center.
Work closely with management to achieve team and departmental goals.
Assists in developing plans to ensure goals and standards are met or exceeded.
Handle escalated calls and provide excellent consumer experience.
Function as Client Services Representative when needed.
Function as the supervisor on Duty when needed.
Resolve operational and interdepartmental problems quickly. Coordinate with support deptt. For successful delivery of assigned tasks.
Assists in interviewing.
Any other task assigned by the management.
We are looking for:
Minimum Education: Minimum High School, Preferably College Graduate
Required Experience: 3 + years relevant experience, preferably in a call center or client services operations.
Skilled at promoting a cohesive team environment. Ability to work both independently and as part of an effective team.
Flexibility to accept frequent schedule and project priority change, as business needs require.
Demonstrates self-confidence and capable of building credibility among peers and senior management.
Ability to identify issues and recommend strategies and plans for resolution.
Good interpersonal, written, and oral communication skills.
Effective coaching and development skills.
Effective conflict management skills.
Ability to develop and maintain relationships.
Ability to utilize effective time management skills to meet deadlines and balance multiple priorities.
Strong consensus building skills.
Good understanding of call center structure, support functions, day to day operations and deliverables.
Hands on experience with basic reporting and web tools.
Knowledge of electronic payments and prepaid cards preferred.
Familiar with the use of business applications for routine operations.