Oversee and control the efficient handling of customer inquiries/ requests by monitoring all assigned call agents.
Monitor key performance indicators for customer Support agents and reviews with the Quality Assurance section to control behavioral parameters and operational efficiency.
Deals with complex/ sophisticated customer inquiries by himself or escalate to Tier 2/ complaint management in order to resolve customer problem/ issue promptly and in an efficient manner.
Act as first contact for resolution of people management issues.
Monitor compliance with Flairstech’s policies, procedures and guidelines for all contact center services provided by the assigned team
Ensure the conveying of a positive corporate image and compliance with policies, procedures and guidelines
Consolidate and submit activity reports and reviews key/ critical issues with superiors
Provide clear direction, set targets, prioritize tasks and assigns responsibilities for the team.
Participates in preparation of Staff performance evaluation reports.
Review quality reports, ensure the section’s KPIs achievement and put action plans accordingly. job requirements