CS Manager

Sybrid Pvt Ltd

United Arab Emirates, Abroad

منذ 3 يوم

source : ProfDir

The CS Manager will form a team that is looking for continuous improvement and driven to deliver

the best experience for our users.The person will thereafter lead and manage the daily operations of the center,including meeting and setting customer service targets as well as planning areas of improvement or development.

The customer support manager will report to

the Head of Site and to our Global Customer Support Manager.

Job Duties :

RESPONSIBILE OF THE PERFORMANCE OF THE SUPPORT CENTER :

Managing the daily operations of the support center

Setting and meeting performance targets for speed, efficiency, sales and quality

Forecasting, analyzing and reporting KPI figures on a weekly and monthly basis

Help achieve daily quantitative targets and the service levels

RESPONSIBLE FOR MANAGING THE TEAM :

Organizing staffing including shift patterns and the number of staff required to meet demand

Reviewing the performance of staff,identifying training needs and planning training sessions

Preparing roster for support center team

Coaching, motivating and retaining staff and coordinating bonus,reward and incentive schemes

Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.

RESPONISBILE OF THE QUALITY OF THE SUPPORT CENTER :

Monitoring random reviews and customer support emails to improve

quality, minimize errors and track operative performance

Mystery call reporting and analysis.

Recording statistics, user rates and the performance levels of the

center and preparing reports

Handling the most complex customer complaints or enquiries

Follow up on all the activities sent by him / her-self and share team

workload

Provide action plan to agents on basis of call findings

Maintaining up-to-date of the industry developments

REQUIREMENTS :

Should be an Angolian

Fluency in English

Advanced computer skills

At least two years of experience of managing a contact center handling the

below mentioned responsibilities. tell a friend feedback

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