JOB DESCRIPTIONS
RESPONSIBILITIES
- Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
- Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
- Occasionally handling angry customer escalations
- Ensure schedule adherence by agents and desired productivity levels
- Maintaining coaching logs and providing regular written feedback to agents
- Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
- Listen to team members’ feedback and resolve any challenges or conflicts
- Initiate consequence management steps in the case of low-performing team members
- Delegate tasks to high potential team members to build a culture of learning and development in the team
Profile Must Haves
- +2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
- +2 years of team leadership experience – You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
- +2 years of customer service experience – You’ve worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
- Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
- Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
- Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.
- Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.
- Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.
- Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
- Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.
System Requirement
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
Salary
Competitive
Monthly based
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana
Job Overview
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana