Customer Service Manager
CurrentManaging a team of 10-15 agents, ensuring their performance meets (or exceeds) expectations based on pre-determined KPIs.Providing regular feedback on their progress via 1v1 and team meetings.Identifying any room for improvement and providing necessary support to help them achieve set goals (via live coaching sessions, quality evaluations, tickets/chats/social interactions scrubs to identify trends and provide feedback, etc.).Identifying strengths and helping them develop their career, both as a part of the team and via career development paths, ensuring the agents also receive encouragement, praise, and recognition at every step of their development.Identifying room for process improvement to achieve better player satisfaction without having to compromise the quality of support and partaking in every step of process optimization.Actively using and analyzing data for all of the aforementioned activities, along with being open to receiving feedback as much as giving it.Meetings with the client on a regular basis, to discuss plans, strategies, and goals based on the identified trends, set expectations, and agreed upon actions (revisiting/optimizing as needed).
