Almira Clemente Email & Phone Number

Philippines

California, United States

Philippines

- Directly manage a team of 16 or more agents- Identify, Prioritize and Coach agent development areas- Document account resolutions, issues- Assist agents with functionality and basic troubleshooting of product or account issues for the customers- Maintain target levels of performance required by the client- Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.- Provide appropriate motivational techniques to promote team building and to increase team morale- Help maintain a good team and working environment- Multitask, listen, input data, probes, and proves solutions to the agents.- Undertake duties of a general nature or additional tasks as business requires from time to time- Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.- Experience as a Mentor.- Ability to exceed KPI’s- Proficient knowledge of inbound contact center environment.- multi-task, handle escalated calls and upset customers in a professional and courteous manner.A flexible schedule.- Analytical and troubleshooting expertise.- Superb listening, probing, negotiation and deescalation skills