Recruit Express
Team Lead, Contact Center (2-Years Contract) #EEF
Recruit Express, Orchard, Nebraska, United States, 68764
Responsibilities
Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
Escalate the issues, needs and insights to Management when necessary
Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
Conduct systems, hardware, hotlines and recording testing
Conduct monthly staff performance coaching and mentoring
Manage staffing and leave matters
Ensure service outcome and KPIs are met
Provide shifts updates on service level, draw insights by periodically reviewing past calls
#J-18808-Ljbffr
Conduct monthly auditing on team’s calls in accordance to guidelines and SLA
Coordinate with BU/stakeholders to handle and resolve cases, requests or enquiries
Escalate the issues, needs and insights to Management when necessary
Ensure prompt printing and mailing of collaterals/sending daily SMS in accordance to SOP
Conduct case management monitoring in CRM system, call recording retrieval, investigation and coaching when necessary
Conduct systems, hardware, hotlines and recording testing
Conduct monthly staff performance coaching and mentoring
Manage staffing and leave matters
Ensure service outcome and KPIs are met
Provide shifts updates on service level, draw insights by periodically reviewing past calls
#J-18808-Ljbffr