Key Responsibilities:
Team Management:
- Lead and oversee a team of customer service representatives, providing guidance, support, and coaching to ensure team members meet their performance objectives.
- Monitor and manage team schedules, ensuring adequate coverage to meet client requirements.
- Conduct regular team meetings, performance reviews, and one-on-one sessions with team members.
Performance Monitoring and Reporting:
- Monitor and evaluate team members' performance using key performance indicators (KPIs) and quality metrics.
- Generate reports and analyze data to identify trends, areas for improvement, and opportunities for enhanced productivity.
- Implement performance improvement plans as needed.
Client and Customer Interaction:
- Handle escalated customer inquiries and issues, demonstrating a high level of problem- solving and customer service skills.
- Maintain a strong understanding of the client's products, services, and processes to provide accurate information to customers.
Quality Assurance:
- Ensure that team members adhere to quality and compliance standards, providing training and guidance as necessary.
- Perform regular quality checks and audits on team members; interactions with customers.
Training and Development:
- Provide training and development opportunities to team members to enhance their skillsand knowledge.
- Identify training needs and create training plans to improve team performance.
Process Improvement:
- Continuously identify opportunities to streamline processes and improve efficiency within the team.
- Collaborate with the management team to implement process enhancements.