Overview
* Directly responsible for Agent Development.
* Manages and develops a team of assigned Agents to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
* Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.
Qualifications
Technical Skills:
* Usage of MS Office
* Typing speed : 30 wpm
* Language level : English
Competencies and Specific Skills:
* Interpersonal skills.
* Communication skills.
* Problem solving.
* Analytical Ability.
* Leadership skills.
* Management skills.
* Planning and organizing.
* Customer service oriented / Sales skills (when applicable to be locally defined ).
Responsibilities
* 80% of their time monitoring & coaching.
* Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team.
* Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets.
* Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements.
* Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
* Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
* Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
* Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately.
* Interaction with other Departments (WFM, QA, Payroll/HR, etc).
* You are expected to be a team player, capable of representing information in behalf of Singapore Airlines and Teleperformance as one company.
Main Job Requirements:
* Completion of internal Agent development initiative like JUMP (for internal candidates).
* Bachelor’s degree or equivalent experience in a call center or business-related field (e.g., management, sales, tourism).
Work Experience:
* 1 year BPO supervisory experience OR completion of internal Agent development initiative like JUMP (preferred).
* Highly preferred 1 year of minimum travel and hospitality experience.
* Experience working in the hospitality/travel/airline industry is skills are highly needed competencies due to nature of the program.
* Priority is for applicants with experience. Those without experience but have met the minimum qualifications can still be considered.
* Experience in B2B/ B2C program is an advantage.
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