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Job Summary
A solution-focused, customer-centric, results-driven individual with a growth mindset. Committed to a gold standard of customer experience.
Let’s talk about Responsibilities
Monitor team workflows to ensure all service level agreements (SLAs) are met and objectives, key results (OKRs) are achieved
Guide the team to provide needs-based support to consumers
Effectively manage any escalations for complex or sensitive enquiries and complaints
Support the team by taking overflow on all queues where required
Provide peer to peer coaching and mentoring for consumer care representatives
Proactively identify any skills gaps within the team and flag with Consumer Care Manager
Assist with the development of training materials based on identi...