Company Description
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
Job Description
- Review agents conversations across all contact touchpoints to measure teams performance and track customer support quality.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents performance and provide constructive feedback for improvement.
- Engage in customer listening to identify customer pain points and expectations.
- Drive the implementation of improved customer engagement strategies to increase agents efficiency.
- Serve as an intermediary for escalations from agents and customers.
- Ensures communication is effectively delivered and appropriately addresses all customer concerns.
- Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
- Identify process improvement opportunities to update SOPs.
- Implement and ensure compliance with the company's policies on customer service quality.
- Report support teams performance to supervisors and maintain monthly performance logs.
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
Qualifications
- Bachelor's degree or equivalent, with a minimum of 2 years of supervisory/managerial experience in a call center environment or the service industry (e.g., telecommunications, banking, technology, airline, tourism, hospitality).
- Fluent in both spoken and written English.
- Excellent communication and interpersonal skills.
- Strong leadership skills with the ability to inspire and motivate a team.
- Adaptability and flexibility in a dynamic work environment, with the capability to seamlessly transition into new roles based on operational requirements.
- Proficient in handling disciplinary matters and conducting performance management.
Additional Information
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. If you require accommodations to fully participate in the recruitment process, you are encouraged to include your request(s) when applying.
We deliver the greatest impact and ideas when we bring together diverse perspectives. It is what enables us to spread opportunities to Grabbers and our partners. It's not a box-ticking exercise; it's who we are.
