Job expirat
Manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards, to develop the team, to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management, to offer creative solutions.
Delivery of agreed KPIs, service level components, FCR, quality and productivity targets & indicators.
People Management, including some HR related issues, as well as staff development.
Operational Management: Managing the floor, adherence to schedule.
Ownership and problem resolution.
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Motivation, leadership for the designated team and developing future leaders.
Recommendations for product and process development based on customer feedback and analysis of the same.
Conducting performance and quality appraisal for the team.
Communication and being a contact point of dissemination of information from management to team and vice versa.
Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.
Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business
- Successful track record in managing people
- Fluency in English is a plus
- Communication skills
- Ability to initiate and build good working relationships
- Previous experience in position is mandatory
- Proactive
- Build Team spirit
- Negotiation and Conflict management
- Develop people
- Availability for extended shifts;
- Results and customer satisfaction oriented
Computer Generated Solutions (CGS) is a leading provider of information technology services and software to businesses and government agencies worldwide, known for delivering expert, cross-industry solutions across multiple platforms. Since 1984, CGS has helped companies leverage information technology to gain the competitive edge.
