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
. Degree/ Education in Finance/Economics/Mathematics/Statistics.
. Training experience desirable.
. Knowledge of excel and experience with Data analysis.
. Excellent stakeholder management skills.
Success Criteria for Position:
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
