PRINCIPAL RESPONSIBILITIES Work direction and development for a team of executives (15-20 in number). Monitor schedule adherence of the executives and advise the leadership team of issues negatively impacting service levels.
Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes.
Provide performance feedback to the executives. Assist with training and identify training needs within the group and provide feedback.
Mentor and assist new hires. Act as a central point of contact to reporting & escalating system issues to technology & the leadership.
CRITICAL SKILLS REQUIRED Customer Service Skills Knowledge of the Products supported Knowledge of Customer Procedures / Policies Excellent spoken and written communication skills Knowledge of Customers Culture Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders Excellent analytical, problem-solving, decision-making and project management skills Ability to drive results against SLA performance indicators Ability to handle stressful situations Willingness to work in 247 environment and rotational shifts CANDIDATE SPECIFICATION Graduate or graduate equivalent Relevant product / process knowledge Min 1 years of relevant industry experience Coaching and developing people Managing change Emotional intelligence Proven ability to lead and motivate a service-oriented team in a fast paced environment Experience in a call center environment Excellent analytical, problem-solving, decision-making and project management skills