-Enable staff to achieve their performance targets, identify training needs, and manage disciplinary issues.-Provide effective management of all escalated issues and continuous improvement of business processes.-Document recommendations and ensure implementation leads to improved performance.-Provide and implement an effective coaching/one on one process by understanding each CSR’s performance drivers and helping them to implement new actions that improve their performance.-Team Motivation

-Act as a point of escalation for any customer issues that were complex and lengthy to address.-Outbound calling to educate customers on product.-Conduct customer surveys to collect customer feedback for product improvement.-Monitor the CRM on real time to ensure adherence to SLAs. -Assign tickets to relevant departments within SLA.-Follow up with relevant departments to ensure prompt resolution within SLA

-Handling all incoming calls from new and existing customers on a variety of requests.Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.-Escalate any complaints raised by customers that need upper level attention to team leader for resolution within SLA.-Log tickets in the Customer Relationship Manager (CRM) for all calls answered to ensure customer history is well documented.

-Receiving customer complaints raised by inbound representatives and follow up to ensure customer’s issue has been resolved.-Outbound voice campaigns to create awareness of a new product and gather feedback.-Solving billing inquiries for customers who have complains about their bills or transactions.