Job Description<\/p>\n
\t‘Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency
\n\tMeet, if not exceed all service levels through effective planning and forecasting
\n\tCoach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
\n\tSynergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success
\n\tAnalyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
\n\tConduct regular staff meetings to discuss the account\u2019s status and progress keeping the management team abreast with the latest developments
\n\tCollaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
\n\tWork with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
\n\tCreate a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
\n\tPerform other duties and responsibilities that may be assigned from time to time
\n\tEnvision the program\u2019s future and implement plans, strategies and policies to guide and direct employees to achieve it
\n\tSupervise and coordinate the program\u2019s operations and make sure employees have the resources needed to do their jobs
\n\tEstablishing organizational compliance and control standards to ensure company staff follow ethical business practices
\n\tBuilding the program and company image through effective and progressive interaction with clients and other departments
\n\tEstablish and maintain operational performance metrics based on identified service level agreements’<\/p>\n
Qualifications<\/p>\n
\tGrade 12
\n\tExperience working on a a campaign in the airline sector (BPO)-Non Negotiable
\n\tMust have been in a a supervisory or management position for a minimum of 2 years within BPO<\/p>\n
Apply via company website ( ) or<\/p>\n
jobs.smartrecruiters.com<\/p>\n
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