Manager - Call Center

Responsibilities

Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams.
Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets.
Monitor and report team day to day activities such as attending training or coaching sessions, Kaizen validation, submission, etc.
Manage and close urgent and critical cases with efficient resolution.
Escalate serious cases to call center Manager for resolution to maintain unit KPI's.
Provide call center manager with the required daily dashboards.
Carry out on-going process improvement activities to reduce costs and increase efficiency.
Manage and maintain exceptional approvals by keeping a log for cases that was approved commercially as per authority matrix.
Manage individual quality as per the agreed criteria through weekly validation to errors reported by TQM team followed by necessary coaching sessions and monitoring the progress.
Provide on-going coaching and support to the team to update and improve their knowledge.
Train team members on all the new products and ensure 100% understanding and implementation.
Ensure best delivery of customer service and support to the members through engagement.

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