Posted:1 day ago|
Platform:
On-site
Full Time
Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Regularly impart effective coaching to direct reports, enabling consistent high performance delivery
Identify performance related issues, develop an action plan for improvement andimplement corrective action
Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Associate's degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team members, multi-tasking, prioritization, and meeting timelines ofdeliverables
Ability to mentor, coach and provide direction to team members
Willingness to work in a flexible schedule
Brillminds Global Private Limited
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