Key skills
Performance Optimization
About this role
Role Overview
- Lead and develop a frontline customer support team
- Conduct regular 1-on-1s and manage performance optimization
- Monitor queues and manage SLA breaches
- Track and analyze key metrics including AHT, CSAT, FCR
- Review, validate, and audit individual performance metrics
- Create comprehensive reports on trends and risks
- Maintain oversight of legal queues
Requirements
- Proven track record of leading customer service teams
- Strong understanding of SLA management
- Experience analyzing KPIs
- Ability to conduct effective 1-on-1s
- Experience managing scheduling and compliance
Benefits
- Equal Opportunities Statement
- Full ownership of team’s success