- Monitor and report on interactions across all channels (Calls inbound, outbound, chat, Social media wall/inbox, & Emails).
- Feedback on the spot to the management on urgent violations
- Collect samples for the operations/management on top issues or policies that need to be changed or updated.
- Audit and analyze the Contact Center Compliance issues.
- Brief weekly the Leaders with the gaps of their teams and their points of developments
- Follow up on cases before they become Escalations with Cases team.
- Participate in the weekly review of quality metrics and report out impacting factors that need attention to drive improvement.
- The technical training sponsor for various new items for telesales staff
Bachelor degree.Excellent communication skills.Good Problem Solving Skills.Analytical skillsGood leadership skills.Good Coaching and Monitoring Skills.3 years of experience