مدير خدمة عملاء – Stint EG

Call Center Agentنشرة وظائف
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مدير خدمة عملاء
فى شركة Stint
الراتب : 20000 الى 25000 ج
خبرة سابقة مطلوبة
لينك التقديم فى الاسفل

 

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6th of October, Giza

Stint EG

Salary:20000 To 25000 EGP Per Month

Job Description

  • Provides regular supervision and mentorship over subordinate staff.
  • Ensures regular and effective communication with subordinate staff on performance, goals and coaching.
  • Facilitates daily agent coaching, guidance, management and development sessions in both written and verbal format to improve performance of subordinate staff.
  • Participates in client related activities to include client calibration sessions and project planning.
  • Identifies and addresses agent training needs.
  • Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.
  • Manages program specific performant standards (i.e., AHT, Quality Scores, Sales, etc.).
  • Manages financial implications of attrition and attendance by maintaining program-specific goals.
  • Manages staffing in accordance with program-specific workflow (i.e., down-staffing, up-staffing).
  • Completes weekly Team Manager Scorecard for review with Operations Manager.
  • Identifies and reinforces positive behaviors through formal and informal reward and recognition.
  • Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of Scorecard and client goals.
  • Provides supervision to both direct and indirect reports to ensure proper floor coverage and maintains a positive leadership presence: “Manage by Walking Around”.

Job Requirements

Proven working experience as a Customer Service Manager,
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills

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