• Coach, develop, and motivate a team of agents within the contact centre. (Sales, telephone handling techniques, system operation and product knowledge).
• Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service.
• Ensure that sales policies and contact centre procedures including the use of reservations sales systems are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
• Monitor the discipline, grooming and conduct of the team.
• Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Ensure that all customer complaints received are objectively investigated and liaise with team members, internal teams and management to recommend remedial/corrective action.
• Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes. Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team.
• Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
• Measure employee satisfaction and recommend initiatives to increase