• Meet at least once each week with your team and review their work and performance.
• Carries out performance monitoring, measurement and evaluation of all agents to improve efficiency.
• Acts as a source of information and answers agent’s questions, assigns tasks, follows up and gives instructions as necessary.
• Motivate and develop his team to ensure the optimum utilization of their capabilities.
Assist to complaint management systems specialist, if there is high demands.
• Carry out quality checks to assess the knowledge about the systems, checking the entries on software, checking call content and deliverables as per target.
• Recording and listening to live telephone calls and giving the feedback of their performance.
Make regular checkpoints and analyze the performance of each agent, if agents are consistently receiving low scores, give him coaching/tips or send him for refresher course.
• Handle Tier 3 escalations between restaurant & Customer for complaint/Queries and reach to the resolution.
• Review the issue for cancellation and approve the cancellation request and refund.
• Investigate the fake orders. Maintain customer and client relationships by giving them excellent customer service.
• Manage relations with work force management analyst for an optimum utilization of resources.
• Maintain CMS Specialists attendance record and keeping track on their attendance.
• Prepares and directs scheduling of the agents, monitors agents attendance, schedules shifts & breaks, overtime, sick leaves & absenteeism and maintain daily statistics analysis.
Approve team leaves, unplanned lateness to make sure that his team will meet to their schedules.
• Provide management reports on periodic basis.
• Monthly cancellation Report
• Fake order Report Complaints Report
Job Details
| Date Posted: | 2016-09-20 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Internet/E-commerce |
| Monthly Salary: | US $1,500 |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree |
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