Found Description
We are looking for a Technical Executive to join our team in Travel at AXA Partners. This is a key role that bridges technical expertise with team development, providing expert support and instruction to our Agents while managing excellence.
What you’ll be doing:
- Conduct 1-to-1 technical and informative sessions with Agents as needed
- Review daily team KPIs and SLAs, reporting to Team Leader and Operations Manager
- Conduct complaint analysis and root cause analysis
- Participate in and propose process improvement implementations
- Participate in crisis cells when necessary
- Participate in client audits and workshops at their level
- Manage agenda control: daily organization, volume control, categorization, assignment, and prioritization
- Monitor Agents' telephony performance and provide corrective feedback
- Actively manage case escalations and complex cases, delivering quality solutions w...