Job Description

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Coach and Mentor: Guide team members on call handling techniques, product knowledge, and professional communication.
Performance Monitoring: Conduct regular quality audits and side-by-side monitoring to ensure adherence to company standards
Operational Oversight: Manage team schedules and rotational shifts to ensure consistent coverage and high-volume call handling.
Reporting: Track team metrics (CSAT, AHT, resolution rates) and provide regular feedback to management..
Direct Customer Engagement
Expert Support: Deliver exceptional service by assisting clients through inbound and outbound voice channels.
Complex Problem Solving: Identify, assess, and address escalated customer needs to ensure 100% satisfaction.
Product Advocacy: Educate customers on products and services, providing clear guidance and supporting business growth by converting inquiries into opportunities.
Administration & Compliance
Accurate Documentation: Ensure all customer interactions and agreements are documented precisely across multiple computer applications.
Process Integrity: Follow and enforce established communication procedures, guidelines, and company policies.
Knowledge Management: Stay updated on new procedures and products, ensuring the team is briefed on all changes.

Skills Required