Team Management - 1) Supervise and manage team of CS execs for Inbound and email process 2) Monitor daily KPIs ( AHT, abandon, CSAT, Quality and SLA) 3) Conduct training and coaching to team 4) monitoring rostering, attritions and shrinkages
CS operations - 1)Ensure promt handling and resolutions of customer querie/ request and complaints 2) Handle customer escalations
Process and Quality improvement - 1) identify gaps in service delivery and implement corrective actions 2) Colloborate with Quality and training teams to ensure adherence to quality 4) Drive process improvements ...