Service Quality Coordinator
1 week ago
A Service Quality Coordinator is required to play a key role in shaping the future of customer contact experiences. The successful candidate will be responsible for delivering a consistently high-quality service across various channels, including phone, email, web chat, video, and social media.
Key Responsibilities
* Oversee third, second, and first-line contact centre teams, providing ongoing customer service and planning forecasting for specific service teams.
* Manage day-to-day performance of Contact Centre Operations to deliver best-in-class service, meeting or exceeding KPIs and ensuring recognition for quality customer service.
* Develop strategy for contact centres, staying up-to-date with new practices and technologies, and leading the contact centre management team to create motivated colleagues.
Requirements
* Proven experience in managing contact centre operations and leading high-performing teams.
* Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and customers.
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