Team Manager
Lead, manage, and direct customer service agents, ensuring efficient resource utilization aligned with Contact Centre objectives.• Proactively solve problems to minimize impact on customer and employee satisfaction.• Provide on-the-job training, mentoring, and lead development initiatives.• Conduct coaching, performance appraisals, and chair meetings to update team on project progress.• Supervise team KPIs, ensuring smooth operations per department SOPs.• Resolve escalated customer issues professionally and efficiently.• Review and improve customer renewal rates through continuous service enhancements.• Set and achieve customer satisfaction goals with the team.• Identify and resolve business process issues, create SOPs, and ensure timely implementation.• Prepare and deliver monthly performance reports and support BPO team/Senior Managers in administrative projects and UAT testing.• Onboard stakeholders, prepare addendums, and align benefits schedules.
