Job closed
Ref: QP052-19
Job description / Role
- Manage the performance of the agents by setting performance objectives, reviewing employee’s performance against set objective periodically. Rewarding employees for successful achievement of goals. Responsible for leave management.
- Identify the agents’ knowledge and skill gaps and work with the learning and development team to create and deliver appropriate training.
- Identify proactively opportunities to improve agent’s performance and create action plan that drive results
- Ensure that the team members comply with relevant Tanfeeth’s policies, processes, procedures, quality standards and follow their schedule as designed.
- Manage the daily activities and equally divide the work load to ensure overall performance standards are maintained
Requirements
- Handle escalation calls and customer complaints
- Perform root cause analysis of customer feedback, escalations and complaints and trends. Provide feedback to employees based on the findings and share insights and recommendations to management
- Ensure Tanfeeth OM is applied in the unit’s daily activity
- Ensure the customer expectations are met and the C-sat targets are met.
About the Company
- Decades of experience serving clients globally
- Industry specific expertise
- Value added recruitment and outsourcing
- Outstanding service
- Implementation experience
- Customized pricing solutions
- Blended delivery models