developing and motivating a team of call centre agents. Responsibilities KRA / Main Outputs and Responsibilities operating rhythm by providing daily direction and communication to agents to ensure that daily and weekly to escalated customer issues from Agents Continually evaluate agent performance and conduct regular quality processes and procedures are adhered to. Coach Agents on issues arising during the course of operations work problems providing appropriate coaching, direction and resolution Respond appropriately to daily
ensuring that agents meet performance targets, providing coaching and training to improve agent performance e and manage a team of call centre agents.
Drive efficiencies · To monitor inefficiencies and agent performance. Key Performance Areas: • To receive e-mails in line with GDP and UPD SOPs Policy. • Agent performance, time keeping and quality assurance Supervisor as required in terms of UPD SOPs. • Duties: Agent performance, time keeping and quality assurance log (UPD online and e-mails) • Ready time (the agent is required to be logged onto BCT for 6.5 to 7 hours time (agent is required to be at work 15 minutes before the start of their shift) so that the agent is prepared
Drive efficiencies · To monitor inefficiencies and agent performance. Key Performance Areas: • To receive e-mails in line with GDP and UPD SOPs Policy. • Agent performance, time keeping and quality assurance Supervisor as required in terms of UPD SOPs. • Duties: Agent performance, time keeping and quality assurance log (UPD online and e-mails) • Ready time (the agent is required to be logged onto BCT for 6.5 to 7 hours time (agent is required to be at work 15 minutes before the start of their shift) so that the agent is prepared
the Role: The role is to support Customer Service Agents in delivering exceptional customer experience to performance managing, developing, and motivating agents. Competencies, Skills and Abilities: Must have
the Role: The role is to support Customer Service Agents in delivering exceptional customer experience to performance managing, developing, and motivating agents. Competencies, Skills and Abilities: Must have
duties.
Accurate timely quoting to clients and agents
Attention to detail and strong administrative
duties.
Accurate timely quoting to clients and agents
Attention to detail and strong administrative
focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall
Average upsell retention commission: R4,000 Average agent take home after probation: R13666,67 About the company: customer service and we are looking for three new agents to join our team. The role requires that you respond