
Customer Support Evaluation Manager
7 days ago
About Us
Transpotech Services has been proudly serving the USA's top chauffeured transportation services for almost 3 decades. We believe in providing our employees with a healthy work culture and a platform where they can grow.
Job Description
- As a Customer Support Evaluation Manager, you will be responsible for monitoring calls taken and emails sent by our customer service agents to ensure that they meet our high standards of performance and quality.
- You will evaluate customer support interactions based on established performance metrics and quality standards, providing timely and constructive feedback to our customer support agents.
- This role requires collaboration with our training team to identify training needs based on evaluation results, ensuring that our agents receive the necessary support to excel in their roles.
- In addition to monitoring and evaluating customer support interactions, this role involves maintaining detailed records of evaluation scores and performance trends, as well as preparing regular reports for management to identify patterns and recommend process improvements.
- The successful candidate will also be responsible for monitoring customer satisfaction ratings and feedback related to customer support interactions, ensuring that our agents comply with company policies, industry regulations, and ethical standards in their interactions with customers.
- This role offers a unique opportunity to optimize customer support processes and procedures, proposing and implementing improvements that positively impact customer satisfaction and operational efficiency.
Key Responsibilities
- Evaluate customer support interactions based on established performance metrics and quality standards
- Provide timely and constructive feedback to customer support agents
- Collaborate with the training team to identify training needs
- Maintain detailed records of evaluation scores and performance trends
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