Senior Associate Manager
New Cairo, Egypt
Job Description
:
The Team Lead’s primary focus is to oversee, coach, and develop Customer Care and Telesales Agents to respond to customer, supplier and dynamic partner inquiries, resolve issues, and answer a range of questions. The Team Lead will monitor email/call volume, email backlogs, monitor actions/responses of the agents for the purpose of maintaining and improving the quality and integrity of the resolution. The successful candidate will be able to coach telesales agents, de-escalate potential issues, and communicate with all parties effectively.
The position requires an individual that is quick thinking with good judgment who is able to apply comprehensive and in-depth knowledge of day to day operations of the customer service and telesales departments.
Responsibilities:
- Manage and enforce level 1 PCI compliance standards
- Ability to monitor and report on call / email queue volume including but not limited to: inbound call volume, inbound / outbound email queue volume, break and lunch adherence.
- Assist in agent goal setting practices
- Take escalated calls
- Enforce company and call center policies and procedures
- Maintain refunds, priority, dynamic partners and escalations
- Work with suppliers to negotiate reasonable outcomes for customers
- Provide feedback on potential issues and follow up processes
- Flag any potential legal issues, or unresponsive suppliers
- Maintain SLA standards; including follow up timeline
- Strong collaboration with Training department.
Qualifications:Our most successful candidates will have:Technical skills (Basic Computer Skills)- Ability to use the computer system. - Booting and shutting down computer
- Basic level familiarity of Operating System (Windows 2007 / XP and Up)
- Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel)
- Knowledge of browsers (MS Internet Explorer)
- Analytical SkillsSkills
- Typing skills of 40 words per minute with an accuracy of 90%
- Comprehension – Ability to clearly understand the problem statement.
- Strong Written Communication Skills with Business English capabilities
- Steady Speech Rate with ability to articulate clearly and concisely.
- Team facilitation and training skills
- Strong decision making and problem solving skills
- Effective change leadership skills
- Ability to work well under pressure
- Ability to de-escalate customers; conflict resolution skills
- Ability to formulate and deliver specific, actionable feedback
- Basic understanding of P&L concepts
- Voice and accent skills – Ability to communicate fluently.Key Competencies
- Must be employed with Viator for minimum of 90 days
- Shift flexibility is mandatory
- Direct experience with the Customer Care and Telesales
- Ability to work accurately and meet SLA guidelines
- Strong team player with the ability to work within a close environment
- Positive, ‘can do’ attitude
- Strong attention to detail
- Willingness to take on project work when required
- Excellent communication and time management skills
- Proven problem solving skills
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Job Detail
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Job IdJD1420637
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationNew Cairo, Egypt
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EducationNot mentioned