Опыт работы
  • Team Lead
    Runway Ukraina, 2013 - 2020

    Lead and manage a team of call centre agents, setting targets andpersonal goals for members of their own teams;Review and monitor existing call practices and coach call centre agentson how to resolve issues;Ensure the smooth running of the Contact Centre includinghour-by-hour assignment of Contact Centre activities to Contact Centreagents working in this area;Ensuring the team members adhere to Quality guidelines and that all keyperformance indicators (KPIs) are achieved;Continuous management of ALL customer contact lines of businessincluding phone, chat, social media to meet agreed customer servicelevels & KPIs;Monitor daily attendance, ensuring that employees follow theirschedules properly;Continuous Coaching of team members to ensure each aspect of theirwork meets the required standards;Providing reports to supervisor on Contact Center activities as definedfrom time to time;Act as a point of escalation where agents require additional assistanceto manage particular customer issues and requirements;Completion of regular agent call quality performance evaluations andperformance reviews in close cooperation with QA team;Ensuring that all agents receive and understand the regular ContactCenter communication updates which relate to changes in howcustomer queries are responded to and actioned;Organizing trips for family andfriendsIdentifying training/coaching needs and working with those responsiblefor training to identify effective solutions, in cooperation with TrainersCoordinator report the need of new materials;Liaise with other functions to ensure smooth and efficient «way of work»processes.Through all daily activities helping to ensure departments achieve theirService Level & efficiency goals.

  • Перевод
    Киевский национальный лингвистический университет , 2013

Информация о кандидате

  • Зарегистрирован
    6 июня, 2021
  • Последняя активность
    6 июня, 2021
  • Город
  • Категории
  • Возраст
    30 Годы
  • Опыт
  • Типы занятости
  • Пол
  • Языки
    Английский, Испанский

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