Job Description :Job description:1) Manage, monitor SBR level and team performance against established KPIs and utilize the performance data to drive positive change in areas such as CSAT, Productivity, Quality, and Contact Rate2) Analyze data to identify trends and make recommendations for process/product/policy improvements to improve customer experience3) Collaborate with WFM team to review final weekly forecast, staffing, scheduling and develop solid tactics to maintain abandon rate and balance seasonality impact and the needs of operation team4) Collaborate with PM to execute initiatives, strategies and tactics originating from regional, local and/or proposed by the operational team itself to improve performance objectives5) Collaborate with Training & Quality team to identify the agents' quality issues and create quality improvement plan6) Use learnings from team members to identify opportunities and advocate for product/process/policy improvements to improve customer experience7) Handle escalated customer inquiries and complaints, working to resolve issues with respective stakeholders in a timely and satisfactory manner8) Consolidate the necessary and complete information for the Weekly or Bi-Weekly internal review or report presentationRequirements :Requirements:1) Candidate must possess at least a Bachelor's Degree in any field2) Preferable with 2 years of working experience in the related field is required for this position3) Excellent understanding of contact center operation4) Sound knowledge of customer satisfaction and quality programs5) Experienced and enjoy leading, inspiring and motivating others to meet goals and metrics6) Data driven, familiar with basic data processing in Google Sheet, utilize QC 7 tools and certified Yellow Belt Lean Six Sigma will be an advantage7) Willing to work on shift schedule
