Manage the performance of the team, develop and coach team members when they are carrying out their normal duties
Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary
Conduct regular 1:1 daily checkpoints and weekly PEPs
Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
Manage the workloads of the team, motivating them to ensure that all KPI’s are met
Communicate effectively with the team ensuring that all messages and information are being communicated consistently
Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
Manage client relationships where applicable
To manage the day to day activities in the call center with your peers
Ensure that agreed service levels for the support are consistently delivered across all lines of business To be flexible, independent and innovative
Communicate with Remote sites and Client - on a daily basis
Quality:
Monitor and feedback on all transactions (calls; emails, data entry, case logs) as applicable to current and future business needs.
Provide individual coaching & training to team members where appropriate.
Reach targets in respect of quality
Foster a culture of continuous improvement in the account and overall operation
متطلبات الوظيفة
Fluent English Speakers only (Please DO NOT APPLY if your English is any less than FLUENT)
BPOHIVE is Virtual professionals' company founded in 2020 and is based in Cairo . Our goal is to eliminate the discrepancy between the value produced by Egyptian labor and the actual payment workers receive. We seek to improve working conditions, offering