This position is responsible of identifying areas of opportunity on the Operation and implementing a variety of strategies to guarantee an excellent customer experience within the VIP department.
Key Responsibilities - Identify agent's areas of opportunity and design action plans to help them improve
- Analyze all customer service metrics to improve the department's KPIs and performance
- Copnduct training sessions as required
- Supervise adherence to the companies policies
- Monitor interactions to find strengths and areas of opportunity
- Analyze training results and KPIs to improve the training curriculum
- Proactively find areas of improvement on internal processes and suggests changes
- Create comprehensive reports for management in a daily and monthly basis
Qualifications - Must have a good performance (KPI's) accourding current position.
- Bachelor's degree