Manage, monitor SBR level and team performance against established KPIs and utilize the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate
Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience
Collaborate with WFM team to review final weekly forecast, staffing, scheduling and develop solid tactics to maintain abandon rate and balance seasonality impact and the needs of operation team
Collaborate with PM to execute initiatives, strategies and tactics originating from regional, local and/or proposed by the operational team itself to improve performance objectives
Collaborate with Training & Quality team to identify the agents quality issues and create quality improvement plan
Use learnings from team members to identify opportunities and advocate for product/process/policy improvements to improve customer experience
Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner
Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentation
Requirements
Requirements:
Candidate must possess at least a Bachelor's Degree in any field
Preferable with 2 years of working experience in the related field is required for this position
Excellent understanding of contact center operation
Sound knowledge of customer satisfaction and quality programs
Experienced and enjoy leading, inspiring and motivating others to meet goals and metrics
Data driven, familiar with basic data processing in Google Sheet, utilize QC 7 tools and certified Yellow Belt Lean Six Sigma will be an advantage
