Guide the coordinators on how to escalate and resolve issues and/ or unique or complex issues from customers.
Monitor daily workflows and ensures that correct procedures are followed.
Identify system’s and workflow improvements to enhance team’s efficiencies.
Guide and coaches his team members.
Recruit employees, training staff and analyzing inquiries.
Research new trends and best practices in the customer experience field.
Extract KPIs for the call center and works on enhancing that.
Develop new strategies and procedures.