· Perform regular team meetings to go over performance, objectives and any new campaigns, policies etc.. with the team.
· Ensure that the employees follow their schedules properly as designed.
· Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer)
· Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I, SC, GC is efficient.
· Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
· Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.
· Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.
· Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard)
· Track and ensure that all escalated cases are monitored and resolved promptly.
· Ensure that all job cards are properly created with all necessary information.
· Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls.
· Monitor new agents call performance and take corrective action when necessary.
· Oversee complaint ticket creation and ensure proper adherence to guidelines
Job Details
| Posted Date: | 2020-06-10 |
| Job Location: | Al Farawaniyah, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Home Accessories & Decor |
Preferred Candidate
| Career Level: | Mid Career |
To apply for this job click here
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