- Monitoring the floor to ensure it remains conducive both Internal and Vendor OS.
- Ensure that there are no missed escalations
- Ensure all tickets are handled properly
- Carrying out coaching, feedback and counseling
- Ensure agent quality
- Conduct analysis and assessment of team performance
- Carry out operational monitoring to ensure that KPIs are maintained according to the SLA
- maintain KPI parameters such as CSAT, AHT, FCR, etc. to comply with SLA.
- Understand data analysis in contact center scopes (Budgeting, Man Power capacity, Scheduling and Shifting validation, Efficiencies projects relate business and services process improvements)
- Make improvements to achieve KPI and budget skill analysis to ensure budget absorption is managed properly.
Requirements
- Minimum 8 years of customer experience field.
- Collaborates in the implementation and execution of project delivery, monitors team performance, ensures service quality, and drives achievement of KPIs.
- Highly attuned to customer feedback, with the ability to anticipate and effectively manage unexpected situations or complaints.
- Skilled in organizing performance coaching sessions for team members, driving continuous improvement, and managing staff retention.
- Experienced in overseeing internship operations and administration, leveraging data-driven insights to inform decision-making.
- Strong analytical thinking, problem-solving, communication, and negotiation skills.
- Customer-focused, with solid data processing capabilities and a keen attention to detail.
- Capable of conducting thorough analysis and recommending operational improvements.
- Flexible, adaptable, and committed to a Work-from-Office (WFO) setup.
- Fluent in English, both written and spoken, with strong reporting skills.
