Bayt.com
https://bayt.page.link/jkFiKx7AJWZEnZiD6
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Job Description

  • Oversee and ensure customer satisfaction by providing timely and satisfactory responses to customer interactions.
  • Continuously improve work processes to enhance the effectiveness of customer interactions and optimize team performance.
  • Monitor, supervise, and evaluate performance metrics to ensure objectives are met consistently.
  • Contribute to sales and marketing plans by providing valuable insights and feedback.
  • Manage the resolution of customer complaints by coordinating with the appropriate teams and ensuring timely closure.
  • Conduct regular quality checks by listening to recorded and live calls, ensuring compliance with client requirements, scripts, and procedures.
  • Oversee the achievement of KPIs related to process objectives, ensuring daily, monthly, and yearly targets are met.
  • Collaborate with the quality team to identify areas for improvement and bridge knowledge gaps among team members.
  • Handle customer escalations by addressing concerns promptly and working with clients to resolve the issue.
  • Manage attendance and absenteeism to maintain service levels and ensure task completion.
  • Train and coach team members on product updates, process changes, and best practices.
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