Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.
Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.
Review and analyze performance trends consistently and frequently for team members.
Communicate performance results and goals to team.
Provide feedback and training recommendations.
Implement corrective action procedures when required.
Manage and ensure schedule adherence.
Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
Help coordinate breaks, lunches and training sessions to align with expected task volumes.
Monitor attendance over time and take corrective action when required.
Support day-to-day work processes in the contact center.
Handle difficult escalated customers.
Troubleshooting all system related issues.
Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.
Participating in or leading special projects within the customer care to enhance and improve operations.
Conduct team meetings on a periodic basis.
Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
Attend daily, weekly and monthly business review meeting
Attend monthly business review meetings with shared services to align business goals.
Review and handle day-to-day operations, e-mails, reports, escalation and refund tasks on a daily basis.
إخلاء المسؤولية: د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على الصفحة اتصل بنا