Job Description
Team Management & Leadership:
Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
SLA & KPI Management:
Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
Performance Optimization:
Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
Client Interaction & Reporting:
Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
Process Improvement:
Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error rates.
Escalation Management:
Handled customer escalations, ensured timely resolution, and implement...
Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
SLA & KPI Management:
Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
Performance Optimization:
Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
Client Interaction & Reporting:
Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
Process Improvement:
Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error rates.
Escalation Management:
Handled customer escalations, ensured timely resolution, and implement...
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