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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