Inviting applications for the role of MT, Customer Service
In this role, you will be responsible for Drive Continuous Improvement and develop a strategy for team to reach organization goal.
Ability to explain what's driving their teams' performance in a concise and data driven wa y
Ability to identify and grow talent, lead, motivate and coach direct reports
Proven ability to identify training needs and support development of programs
High level of integrity as demonstrated personally and professionally
Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.
Outstanding customer service skills
Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Clearly demonstrated passion for ensuring the success of WhatsApp s culture of excellence and commitment to quality and customer service
Previous personnel management experience with service / technical fields within Call Center environment or tech / service / sales industry.
Familiarity with project management
Moderate understanding of business process improvement methods.
Managing day-to-day operations ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers.
Ensure consistent performance according to the relevant service level metrics or revenue / funnel goals
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication
Able to adapt quickly to changes in workflows / processes / procedures / product features
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
Able to clearly outline current performance drivers of their market and actions to improve
Maintain a professional and personable demeanor at all times
Prior experience in Team Handling