customer care SupervisorIPASS Business Processing Services

· Oversees and monitors customer care agents' activities and provides with regular performance feedback.
· Ensures that the customer care agent is up-to-date about changes of company products and services.
· Attends and participates in weekly meeting with Operation Team and other trainings needed.
· Provides coaching and guidance for performance improvement and development of customer care agent.
· Develops and supervises customer care agents by monitoring the productivity, quality and adherence using KPI's.
· Collaborates and implements standard process and focus in maintaining the clients and customer care employees' retention.
· Engages in problem solving, provides decision on customer care agents' concern and conflict resolution within the team, utilizing effective communication strategies.
· Performs other related duties as assigned.
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 24 August 2023