Responsible to provide training & leading customer support executives as they
provide support for customers.
• Responsible to answer representative questions, guiding them through difficult calls
or issues, diffusing angry customers, overseeing team member work for quality and guideline
compliance or handling customer related escalations.
• Ensuring employees are achieving desired service levels & taking corrective
action whenever needed.
• Preparing reports & analyzing data to improve processes, ensure resources are
properly allocated, & maximize efficiency & customer satisfaction.
• Follow communication procedures, guidelines and policies
• Provides encouragement to team members, including communicating team
goals and identifying areas for new training or skill checks.
• Develops strategies to promote team member adherence to company
regulations and performance goals.
• Conducts team meetings to update members on best practices and continuing
expectations
• Generates and shares comprehensive and detailed reports about team performance,
mission- related objectives, and deadlines
• Provides quality customer service, including interacting with customers,
answering customer enquiries, and effectively handling customer complaints
• Accountable to manage people and process related aspects.
• Ensures monitoring of team member’s punctuality.