Main Objectives of this position:
- Monitoring and auditing calls/emails for assigned employees.
- Provide feedback to users/supervisors basis the audit observation (transactional).
- Training needs to be identified.
- Make recommendations for improving quality services.
- Conduct periodical calibration sessions with businesses to plug process/knowledge gaps.
- Implement and monitor scripts to assess functionality, reliability, performance, and quality of service.
- Collaborate with the training team for refreshers.
- Using Quality Dashboard to compile and track performance at the individual level and share feedback (performance trajectories).
- Reports and Dashboards
Qualifications and Technical Job Requirements:
- 3-5 years of proven track record in the Customer Service (transportation Industry) with an emphasis on managing (Booking/Documentation/Imports).
- Good knowledge of tools such as FIS/ Salesforce
- Training experience desirable.
- Knowledge of excel and experience with Data analysis.
- Excellent stakeholder management skills
Communication/Organization Skills
- Attention to detail.
- Good Coaching and communication skills
- Expert problem resolution, Time management, and Planning skills.
- Excellent command of written and spoken English, and analytical work approach.
- Self-motivated and organized.
Values/Behaviors
- Leadership skills
- Positive attitude
- Proactive
- Energetic and good team spirit
- Enthusiasm
- Commitment to task
- Multitasking
