Job Responsibilities:
* Support the team, delivering front line services to ensure resolution of inquiries and complaints at the earliest possible opportunity.
* Monitor agents' transactions and performance and report the performance to the direct manager on a regular basis with the suggested action plan
* Ensure that the team follows established procedures for each service request; adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards
* Act as a role model to others whilst striving to achieve high standards of performance and customer service
* Responsible for Team KPIs
* Meet the agents on a One to One (Weekly/Monthly) basis to brief the agents on their performance and decide upon the action plan
* Manage the technical part of the agent's interview process
* Respond to clients' inquiries and complaints accurately and within a certain time frame
* Prepare a salary sheet on a monthly basis
* Prepare and send monthly (or as required) figures and analysis
Job Requirements:
* 1 Year Experience in CS
* Excellent leadership and analysis capabilities
* Excellent coaching skills
* Ability to work over rotational shifts and night shifts
* Proficiency in use of both Microsoft Office and Google Sheets
* Data Driven decision making capability
* Can clearly communicate direction
* Very good proficiency in English written and verbal communication
* Excellent Problem Solving
* Excellent Communication Skills
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