Manager

Roles and Responsibilities

• Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
  
• Putting in place effective customer service that promotes customer satisfaction.
  
• Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer -related problems when complaints are lodged.
  
• Creates different strategies on how a certain program can maintain their CSAT scores
  
• Manages and monitors CSAT scores
  
• Provides reporting and coaching sessions to better hit CSAT scores
  
• Conducts root cause analysis for CSAT data
  
• Management, and supervision of agents.
  
• Responsible for the provision of reports concerning the performance of the various sections of the accounts.
  
• Provide inspired leadership for the organization.
  
• Make important policy, planning, and strategy decisions.
  
• Develop, implement, and review operational policies and procedures.
  
• Assist HR with recruiting when necessary.
  
• Help promote a company culture that encourages top performance and high morale.
  
• Oversee budgeting, reporting, planning, and auditing.
  

Requirements