Found Description
Job Summary
To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to collections
Key Accountabilities
- Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support
- Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result
- Drive a customer centric culture within the business.
- Support all your agents and must be physically co-located.
- Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely
- Organic learning is fostered and encouraged.
- Teams must have rituals to further iterate and evolve, while also ensuring they c...