Key Responsibilities:
Team Leadership:
Provide effective leadership to a team of customer service representatives. Set clear performance expectations, motivate team members, and promote a positive work environment. Foster a culture of collaboration, continuous improvement, and accountability within the team. Performance Management:
Monitor and analyze team performance metrics to ensure key performance indicators (KPIs) and service level agreements (SLAs) are consistently met or exceeded. Conduct regular performance reviews, provide constructive feedback, and develop action plans to address performance gaps. Training and Development:
Identify training needs and coordinate with the training department to provide ongoing development opportunities for team members. Conduct regular coaching sessions to enhance individual and team performance. Operations Management:
Oversee day-to-day operations to ensure seamless workflow and adherence to established processes and procedures. Address and resolve escalated customer issues, demonstrating a commitment to excellent customer service. Communication:
Facilitate effective communication within the team and between departments. Keep team members informed about organizational updates, changes, and expectations. Quality Assurance:
Implement and enforce quality assurance processes to maintain high standards of service delivery. Conduct regular quality audits and provide feedback for improvement. Resource Planning:
Collaborate with workforce management to ensure optimal staffing levels and efficient scheduling to meet business demands. Participate in recruitment activities and contribute to the selection of new team members. Data Analysis and Reporting:
Analyze performance data and generate reports for management review. Provide insights and recommendations to improve operational efficiency and effectiveness. Problem Solving:
Proactively identify challenges and implement solutions to improve team performance and customer satisfaction. Address and resolve operational issues in a timely and effective manner. Qualifications:
Bachelor's degree in business or a related field (preferred). Previous experience in a BPO environment, with a proven track record of success in a leadership role. Strong communication, interpersonal, and organizational skills. Proficient in using relevant software and tools for data analysis and reporting. Ability to work in a dynamic and fast-paced environment. Knowledge of customer service principles and best practices. Summary of role requirements: Looking for candidates available to work: Monday: Evening Tuesday: Evening Wednesday: Evening Thursday: Evening Friday: Evening Saturday: Evening Sunday: Evening 2-3 years of relevant work experience required for this role Working rights required for this role Expected start date for role: 08 March 2024 Expected salary: ?25,000 per month
