Our Client a Community was established in 2014 with the idea of providing effective way of learning English.
Job Description:
Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the client approach
Monitor inbound & Outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels.
Supports, motivates, evaluates, develops, and coaches the call center agents to meet and exceed individual/team targets.
Perform mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers.
Handle all escalations cases on systems and provide solutions.
Maintain monthly operation reports reflecting all indication figures across all sections and presents them to management.
Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.
Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives
Job Requirements:
4+ years of related working experience and +2 years in a similar role in a leadership position in any service industry, preferably in the same industry; experience with low-cost products is a plus.
Proven record in achieving sales and meeting targets.
Effective persuasive, negotiation, and problem-solving skills.
Capable of identifying problems and immediately reacting to situations of different natures such as angry customers, complaints, and special requests.
Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Strong communication skills, both written and verbal (English B2)
Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach, and provide direction to a team of employees
