Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review.
Assist agents with career development.
Ensure that customers questions and problems are resolved properly and quickly.
Address challenging customers and problems that require escalation outside of the department.
Forward your Cv : bluedolphinyacthtradinggmail.com
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