Main Duties and Responsibilities:- Directly manage a team of Agents
Identify, Prioritize and Coach agent development areas which includes mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.- Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
- Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale and helps maintain a good team and working environment.- Provides assistance to co-workers in resolving customer service issues.
Provide first call resolution; working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management- Provides accurate and detailed reports as required by client and operations
Maintain performance and quality standards based on established call center metrics including turn- around times
- Ensure that agents have working equipment and all items needed to do their job.
Perform Adhoc Tasks as needed by the campaign
Completed at least 2nd year college
Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
Strong interpersonal and presentation skills
Strong organization and project management skills
Dynamic and able to adapt to changes
Hands-on and able to work across diverse culture
Experience in the Electricity and Gas industry is an advantage but not required
Amenable to work on holidays, weekend and shifting schedule
Professional, Enthusiastic and Customer Service Oriented
Proven time management skills with the ability to multi-task
Strong attention to detail with a high level of accuracy
Proficient in Microsoft Office Products
Excellent verbal and written communication skills
Excellent telephone presentation
Job Types: Full-time, Permanent
Benefits:
Company events Life insurance
- Opportunities for promotion
Pay raise- Promotion to permanent employee
Schedule: Day shift
Shift system
Supplemental pay types: Overtime pay
* Yearly bonus
