We are looking for a dynamic and motivated individual to lead and develop a team of agents in our Customer Service department. This role involves monitoring team performance, coordinating resources, and improving processes to ensure high-quality service and an excellent customer experience.
Responsibilities:
- Lead and motivate a team of agents to meet individual and team KPIs.
- Conduct regular 1-on-1 coaching sessions, team meetings, and performance reviews.
- Identify performance gaps and create action plans to address them.
- Support training initiatives to enhance process knowledge and skills.
- Manage the team’s holiday planning throughout the year to ensure operational coverage.
- Conduct annual performance and development meetings to evaluate progress and set future goals.
- Monitor and manage real-time team performance, tracking KPIs such as staffing levels, workload distribution, and service levels.
- Adjust staffing and resources as needed to address fluctuations in demand.
- Proactively identify and resolve operational challenges, such as high volumes, system issues, or agent availability gaps, to maintain seamless workflow and meet performance targets.
- Analyze team performance and generate reports for senior management.
- Identify trends and areas for improvement based on data insights.
- Present regular updates on team progress and challenges.
- Collaborate with stakeholders to resolve process bottlenecks and customer pain points.
- Work with Quality, Training, and Process Managers to align on improvement plans.
- Act as a communication bridge between management and the team, ensuring clear and effective communication.
- Proactively identify areas for process optimization and efficiency improvements.
- Drive initiatives to streamline workflows and enhance the customer experience.
- Participate in projects aimed at improving tools, systems, or internal procedures.
