1. To assist with escalation calls where CSR is unable to convince and support retention of the customer.
2. Contribute for the initial hiring and selecting process of the front line.
3. Compiling reports on team’s performance and customer feedback.
4. Required to suggest decisions on any matters relating to improving performance and customer satisfaction with regards insofar as it affects call handling and call center processes
5. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business
6. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations
7. Ensure compliance to the Retentions processes and policies in order to achieve the objectives of the organization.
8. Liaise with all other support functions to ensure smooth operations and minimum interruptions for the working team.
9. Maintaining discipline during the shifts and ensuring that no inappropriate activities are pursued by any associate while in office
10. Conduct weekly / daily team meetings to discuss updates, statistics, and other information.
11. Maintain the SOPs with the Process updates, monitor production rate periodically, and take appropriate action.
12. Use quality tools like: six-sigma methodology to identify roots causes of variation in the process to achieve uniformity in customer experience.
13. Ensure that the KPIs defined are met and exceeded
Job Details
| Posted Date: | 2019-04-09 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Sales |
| Company Industry: | Employment Placement Agencies/Recruiting |
Preferred Candidate
| Career Level: | Mid Career |
from Jobs in UAE | Bayt.com http://bit.ly/2P1lvzq
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