Team Coach

ibex


Date: 2 weeks ago
City: Lahore
Contract type: Full time
Responsibilities

  • Implement the organizational policies in his / her respective team
  • Works cohesively with support departments to ensure improved performance results
  • Improve and facilitate team work and coordination through effective communication within the team
  • Take escalation calls when needed and promote exceptional customer service by providing first hand resolution
  • Promote professionalism in the contact center environment
  • Ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks
  • Have knowledge regarding efficient usage of software for data entry and/or searching
  • Ensure agents are meeting attendance requirements and are adhering to floor ethics e.g. agent dressing, mobile usage and work area cleanliness
  • Knowledge of the processes outlined for:
  • Case Handling
  • Call backs
  • Escalations
  • Forwarding
  • Reporting / Data Logging
  • Responsible for reporting when workstations, headsets, phones, equipment are not working and recommends areas of improvement to line management
  • To be able to handle employee concerns and provide conflict resolution
  • Resolve employees operational concerns
  • To completely understand customer’s concern and respond to his/her questions in the best possible manner
  • Keep the employees motivated in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs
  • Create a sense of ownership among the employees
  • Communicate clearly and directly with staff on a daily basis concerning performance expectations by coaching and providing timely feedback
  • Check and validate the accuracy of the agent performance stats and reports
  • To identify and foresee problems in the existing system and come up with initiatives and solutions and improvements in the system
  • Live / Recorded call monitoring to ensure quality services are being provided to customers as per given standards
  • Skilled at client management, account management and support team management
  • Other related job responsibilities as assigned by Call Center Asst. Manager or Manager

All assigned reports

Qualifications

  • Proficient in English communication
  • Strong team management skills
  • Strong Call Center background
  • Knowledge of CC- Operations
  • Excellent presentation and analytical skills
  • Proficiency in basic Excel
  • Ability to enhance CSAT and quality scores
  • Positive approach
  • Pressure Handling
  • Rotational Shifts

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