Customer Experience | BPO Call Center

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Associates degree

Last Active

February 2nd, 2024 (238 days ago)

Member Since

February 28th, 2022

Profile Description

• Manage operations of team coaches and teaUpgrade to see actual infombers
• Manage operations and communications up to client’s expectations
• Performance management of the team in accordance with the SLA parameters
• Assume leadership in developing the team on process skills and other competencies
• Responsible for delivering service levels of different skills/queues at the same time by managing the floor performance
• Responsible for production, crisis, and time management of the teams.
• Work on reports and work towards strict targets; analyze volume trends, gather, track and report productivity metrics
• Develop team coaches and teaUpgrade to see actual infombers on various process related and other competencies
• Participates in Operations/Relationship calls to understand and align with customer’s requirements and expectation
• Use various communication forums, conducts audits and check performance levels to achieve client defined service level parameters and floor performance
• Identify training gaps, give feedback, provides coaching and motivations to team coaches and teaUpgrade to see actual infombers for high levels of performance
• Conduct appraisals, give feedback and improve process efficiency