Job Description
- Escalate case to the region that has exceeded SLA or requires urgent Action.
- Monitor team performance agents which include but not limited to AHT, Attendance, Aux, and Lateness.
- Deliver information regarding new processes or schedule/unscheduled water disruption received from the region.
- Lead and coach the team to ensure accuracy and efficiency in all inbound processes.
- Managing employee KPI performance, including conducting performance evaluations and providing feedback to employees.
- Review incoming calls to determine how best to respond to customer inquiries (side- by-side monitoring).
- Managing the house rules, attending to Manager Calls, Organizing Event, Reward & Recognition.
- Manages the daily operational activities to ensure the CCA does not exceed any daily operation measure that’s been set. Identify Daily Mistakes that occurred and provide justification & action.
- Utilizes the analysis hourly calls pattern and burning issues and liaise with WFM for scheduling sufficient manpower and staff over time.
- Any other relevant task that deemed required to ensure the best quality of service.
Minimum Experience (Year)
- 3 or 5 years
Qualification
- Diploma and 3 years relevant experience in customer contact centre;
OR
- SPM and 5 years relevant experience in customer contact centre