CANDIDATUL IDEAL:
Qualification:
- Batchelor degree
- Any further qualification is highly desirable
- Good/excellent command on both written & spoken English with emphasis on HR terminology
Experience:
- 3 years of similar professional proven experience in coordinating teams in operations field, preferably in a call centre
Skills, Knowledge& Abilities:
- Proven leadership skills, previous experience in managing teams
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Communicate effectively/Customer orientation
- Organized and oriented towards problem solving
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RESPONSABILITATI / BENEFICII:
- Monitor individual and team performance statistics, including attendance, performance statistics, and service level agreement statistics; review with Operations Manager on a regular basis
- Maintain day to day coaching, work direction and 1 on 1 relationship with agents
- Handle telephone calls, queues and administration duties during times of heavy queues or backlogs
- Manage escalated customer problems to an appropriate solution quickly and efficiently. – escalate them to the CRM or SME
- Ensure teamwork & open communication lines with internal teams to achieve the objectives as per SOP standards
- Assist in the training and motivation of new agents during the Induction Trainings.
- Perform silent monitoring of Agents on a regular basis (based on a statistically valid sample size). This will include sharing feedback, documenting performance improvement objectives and reviewing outcomes with the Operations Manager and the SME
- Organize staffing, including shift patterns and the number of staff required to meet demand
- Forecast and analyze data against budget figures on a weekly and/or monthly basis;
- Develop, implement and review core responsibilities and tasks;
- Analyze performance statistics and making decisions on the basis of these statistics;
Improve performance by raising efficiency and sourc-ing new equipment to enable this
Assist the Operations Manager with tasks such as, but not limited to preparation of HRSC statistics (KPIs) and client reports.
Provide input and participate with the Operations Manager or HR in conducting performance counseling and performance appraisals.
Stay current on all software applications, program information, service information and office equipment as it relates to the Client account.
Responsible for system issues being brought to the attention of IT / Business Support, and monitoring their progress as required.
Ensure adherence to ALU internal policies.
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