Revvcoin
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- Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries daily
- Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
- Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
- Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
- Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
- Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
- Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
- Participate in business-driven projects and initiatives
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
- Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
-Shrinkage & Attrition management
-Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
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Pendo is a leading product experience and software analytics platform that helps companies understand how users interact with their software and improve those experiences. It operates in the product analytics and digital adoption space, enabling organizations to combine analytics, in-app guidance, and user feedback in one unified platform.
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