Job Description
1 Manage and lead a team of inbound customer service representatives, ensuring high-quality interactions with clients and resolving customer inquiries effectively.
2 Monitor team performance, set and track KPIs, and provide regular feedback and coaching to improve agent productivity and customer satisfaction.
3 Develop and implement strategies to optimize call handling, reduce wait times, and enhance overall customer experience.
4 Collaborate with cross-functional teams, such as operations and product, to address systemic issues and implement process improvements.
5 Handle escalated customer complaints, demonstrating empathy and professionalism while finding appropriate solutions.
6 Stay updated on product knowledge and company policies to provide accurate information to both customers and team members.
Job Requirements
1 Minimum of 2 year of experience in Inbound process, with at least 2 years in a supervisory role manage warehouse.
2 Proven track record in driving team performance, achieving service level agreements, and improving customer satisfaction metrics.
3 Strong leadership and interpersonal skills, with the ability to motivate and develop a diverse team.
4 Effective communication and problem-solving abilities, with a focus on conflict resolution and de-escalation.
5 Familiarity with WMS software and metrics, such as quality check, quality assurance, and workforce management tools.
6 Ability to work in a fast-paced environment, managing multiple priorities while maintaining a customer-centric mindset.
