仕事内容 |
・Responsible for the overall cost, quality, and customer satisfaction of the contact center operations. ・Manage all aspects of the various SLA/KPI metrics ensuring overall performance meets or exceeds expectations ・Develop and follow up on action plans to improve performance results and any missed SLA/KPI ・Provide daily management reporting highlighting key SLA/KPI ・Responsible for overall Customer Experience of operation including management of the NPS survey process, review of results, and implementation of actions for improvement. ・Perform Live and blind monitoring in order to improve performance on n agent by agent basis(emphasizing sales technique, presentation, and compliance) ・Assist training department in the development of job aids o train on products, customer service skills, or other topics ・Address escalated issues and complaints either from customer clients, vendors, internal colleagues, and/or direct reports. Create a tracking method for escalated issues and daily reporting. ・Address, reconcile, and acquire approvals for invoices prior to submission to Finance for payment ・Escalate issues (as necessary) to management for resolution ・Find tactics to improve performance at the vendor level to provide more value to clients ・Frequent discussion with vendors site managers to discussing performance, improvements and enhancements needed on the program. ・Deliver feedback to vendors on results of Quality oversight efforts on a minimum weekly basis ・Review progress of previous day for all client/products ・Create “post mortem” performance review as needed/ required ・As a manager and team leader, lead the team with trust and provide necessary support to help the team grow and learn the business ,clients and team engagement for smooth and satisfactory communication ・Conduct complete site audit at least twice a year for each vendor site, including clients when applicable |