Customer Service Representative (voice) - seniorInfolink Placement and Computer Services Corp

POSITION TITLE: Service Delivery Ops Senior Analyst
OVER ALL PURPOSE OF THE JOB:
Measure performance with key metrics such as Customer Service Satisfaction Scores, Average Handle Time, Quality and Attendance.
Language: English, French, Spanish, Japanese, Arabic
RESPONSIBILITIES:
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance
Assist in the formulation of targets for individuals and teams
Monitor all calls to ensure that due procedures and quality standards are strictly adhered
Develops strategies to promote team member adherence to company policies and performance goals
Conducts team meetings to update members on daily performance and provide action plan for improvement
Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
Measure performance with key metrics such as Customer
Service Satisfaction Scores, Average Handle Time, Quality and Attendance.
Conducts regular review of agent ́s performance and organize training sessions for outliers
Keep management informed on issues and potential problems
Prepare weekly, monthly and annual results and performance report
SKILLS AND QUALIFICATIONS:
BS degree in Management or equivalent experience
3-4 years proven work experience as a team leader or manager (with voice background preferred)
In-depth knowledge of performance metrics
Solid computer skills, especially MS Excel, Powerpoint Presentation and Excellent communication and leadership skills
Organizational and time-management skills
Natural charisma and leadership
Ability to make quick and smart decisions under pressure
Location: Manila