Supervises, coordinates, directs, and monitors customer care staff activities to ensure prompt,
courteous, and accurate responses are provided to customers.
Provides daily direction and communication to employees so that customer care calls are
answered in a timely, efficient, and knowledgeable manner.
Provides continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations, efficiency, and service to both
internal and external customers.
Make sure recourses are updated and ready for use and all agents are updated with the latest
Handling difficult cases and angry customers.
Submit daily, weekly, and monthly reports to the customer care centre management.
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Monitors efficiency and quality efforts of personnel and provides training and coaching support
to the team.
Assisting the staff whenever required.
Provide leadership and guidance for the team.
To facilitate the customer care centre services to other departments and business units
Make sure that the training programs for newcomers have been implemented. This includes
product, customer service and customer care centre training
Ensures adherence to departmental and/or Customer Care Centre policies, procedures, and
Recommends and implements new or improved systems to enhance or expedite work
Creates and maintains a positive, respectful work environment for staff
Prioritizes and assigns work to employees and initiates corrective measures to resolve problems
including scheduling or adjusting overtime as necessary.
Interacts with diverse levels of internal and external personnel to develop and maintain
effective communication to resolve issues and inquiries.
Performs special projects and miscellaneous duties as assigned.
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