Job Description

Escalate case to the region that has exceeded SLA or requires urgent Action. Monitor team performance agents which include but not limited to AHT, Attendance, Aux, and Lateness. Deliver information regarding new processes or schedule/unscheduled water disruption received from the region. Lead and coach the team to ensure accuracy and efficiency in all inbound processes. Managing employee KPI performance, including conducting performance evaluations and providing feedback to employees. Review incoming calls to determine how best to respond to customer inquiries (side- by-side monitoring). Managing the house rules, attending to Manager Calls, Organizing Event, Reward & Recognition. Manages the daily operational activities to ensure the CCA does not exceed any daily operation measure that’s been set. Identify Daily Mistakes that occurred and provide justification & action. Utilizes the analysis hourly calls pattern and burning issues and liaise with WFM for scheduling sufficient manpower and staff over time. Any other relevant task that deemed required to ensure the best quality of service.

Job Requirements