Motivating staff to achieve performance targets through creating a fair and healthy workplace. Developing employees in every contact point, and ensure they are following the required structure for the interactions that ensure high-quality performance
Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills to ensure people development and high performance
Monitor agent and team performance, quality, and adherence, take appropriate actions to improve team achievements
Supervise workforce management on the team level, problem resolution, and recommending corrective actions to ensure optimum performance, quality, and adherence
Respond to customer questions when escalated through communication means to ensure customer satisfaction
Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation workflow and customer satisfaction
Manage employees HR related inquiries and actions through HR management system to ensure accurate employee records
Create departmental related reports on a periodic basis through tracking, measuring, and monitoring department performance to make decisions on improvement opportunities
Job Requirements
Advanced English level (B2)
Graduate
Advanced Communication skills
Minimum Experience of 2 Years relevant to LOB type (Sales, Customer service.)
Experience in managing teams of 15 – 20 Staff members.
Good working knowledge of MS office. (Intermediates excel)
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