Performance Lead - Service Recovery Team 

  • Maintaining positive relationships with BPOs by establishing a good line of communication between the Team Leads and the company.
  • Monitor and analyze KPIs and establish an action plan
  • Monitor the daily activities of the BPO and make sure that action plans are being followed
  • Create and present performance progress reports for the assigned BPOs
  • Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Address BPO’s concerns in reference to Quality, Customer Experience, Coaching, and Operations.
  • Oversee and administer quizzes and tests to ensure employees have a firm understanding of company policy and guidelines
  • Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.

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