Jul 7, 2011
Author: ninja | Filed under: Txvia
Responsibilities:
- Manage a team of Customer Service Representatives to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
- Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
- Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
- Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
- Assist in queue management using the tools available to them and in coordination with the Global Command Center.
- Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Center Director.
- Attend internal and external calibration sessions and other client meetings.
- Perform administrative and other similar tasks, as assigned.
- Act as a liaison between the management/Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
- Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
- Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
Requirements:
- Candidate must possess at least a Bachelor’s/College Degree , any field.
- At least 2 year(s) of working experience in the related field is required for this position.
- Applicants must be willing to work in 8F One World Square McKinley Hill,Taguig City or the Rockwell Business Center in Ortigas.
- Preferably Supervisor / 1 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
- Full-Time positions available.
TxVia is an Equal Opportunity Employer (EOE)