Job description

Poste :

• Manage agent performance to ensure achievement of Key Performance Indicators which include; Average days to Solve, Quality, Returned, Unacceptable breached and Productivity
• Ensure performance management of all agents
• Coach, develop and mentor customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Evaluate continuously the skills and competences of your team by partly determining their improvement areas through continuous learning (To be defined with the learning department)
• Work actively to achieve the key performance indicators
• Generate reports and statistics as agreed with the client
 

Profil recherché :

• Experienced in performance management including the disciplinary process
• Excellent telephone, keyboard, verbal and written communication skills
• Good numeric and verbal reasoning skills
• Effective time management skills
• Ability to organise and prioritise, set priorities and multi-task Team Manager, JJDCC
• Effective problem solving skills
 

Skills & Experience

• Experience of 1 - 3 years