Reasons could include the position has been filled or the company is not accepting new applicants.
● Team Management: Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.
● Resource Management: Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
● Performance Monitoring: Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.
● Process Development: Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
● Client Relations: Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
● Crisis Management: Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
● Reporting and Analysis: Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations
● Compliance and Quality: Ensure Customer Care operations comply with relevant regulations and quality standards.
● Continuous Improvement: Engage in continuous improvement initiatives to enhance efficiency, productivity, efficiency and client satisfaction.
Requirements
Benefits