Informacje o stanowisku

• Verifies call/chat/email handling results by measuring skills in the use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

• Provides coaching, training, and development to contact centre agents along with Team Leader.

• Analyzes quality and performance trends to provide recommendations for improvement.

• Oversees quality assurance including contact monitoring, evaluation, and calibration scoring.

• Provides feedback to management by monitoring contacts and participating in help sessions.

• Ensures team awareness of all processes, procedures, and technical documentation relevant to the department.

Skills / Attributes Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Excellent written and verbal communication.
• Good understanding of the systems actively used by the service.
• Ability to apply creativity to solutions.
• Good attention to detail - viewing situations from multiple perspectives.

Technical:

• Good knowledge of Microsoft Office products.

Behavioral:

• Working collaboratively.
• Accountability.
• Adaptability.
• Initiative: Being proactive.
• Planning & organizing.

Qualifications (EDUCATION and/or EXPERIENCE)

• At least a high school diploma or equivalent; college level preferred.
• Previous experience in BPO and customer service and/or technical account.
• Proven track record demonstrating the skills and qualities outlined in this document.

Languages:

Good communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

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