Senior Customer Service Representative
3 days ago
A senior customer service role requires a motivated professional to oversee and enhance the performance of our contact center team.
About the RoleThis position entails coaching and mentoring the contact center staff to meet performance targets and improve overall quality, efficiency, and productivity. The successful candidate will also provide support to the coordinator in achieving departmental goals and serve as a liaison between team members and management.
Duties and Responsibilities- Coach the contact center team on system and product knowledge.
- Answer inbound calls and chats while minimizing shift leakages and daily shrinkage.
- Respond to live queries from team members during their shift.
- Ensure appointment accuracy in OPMS from all team members.
- Coordinate with various departments to ensure seamless operations.
- Evaluate team performance through random calls and provide feedback for improvement.
- Assist in achieving hourly and daily service level and drop ratio targets.
- Ensure compliance with HR and contact center policies and procedures.
- Support the contact center manager with other tasks and projects.
- Meet weekly and monthly KPIs for self and team.
- Participate in root cause analysis and training need analysis.
- Minimum 3 years of contact center experience as agent, team leader, or team coordinator.
- Strong teamwork and motivation skills.
- Effective coaching and counseling abilities.
- Good knowledge of OPMS and contact center systems.
- Performance and KPI management experience.
- Proficiency in Microsoft Office.
- Data analysis and reporting skills.
- Able to work flexible shifts and national holidays.
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