Customer Service ManagerZengage

Set performance target and KPIs for the team and ensure that weekly targets are achieved
Creates reports for the CSR team and customer insights.
Rostering, training and retention day to day management of the team of customer service associate.
Oversee our customer service team (Voice and Non-Voice)
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service.
On-board new employees and train them based on your expertise and skill set
Create and implement an effective customer loyalty program.
Evaluate customer service experience to ensure continuous improvement.
Document scorecard, coaching logs, and surveys.
Organize scripts for phone email and online chat.
Coordinate with customer support software vendors and tools.
Ensure first class customer services throughout the process.
College graduate
Experience of at least 3 year in the BPO industry in a leadership position is preferred
Excellent English Communication Skills
Working knowledge on computers
Good customer service, multi-tasking and problem-solving skills
Willing to work in a shifting schedule
Willing to work for 6 days