What you’ll Do:

• Manage team members, develop team strengths, and improve weaknesses.
• Provide team coaching to ensure existing and new product knowledge efficiency.
• Ensure that SLA targets are fulfilled by keeping an eye on the prompt completion of all customer support tasks, including voice and non-voice productivity.
• Monitor OS Agent contacting customers or others to ensure that interactions with customers are conducted in a professional and courteous manner.
• Giving relevant teams input from stakeholders and customers
• Supporting all daily routine tasks, also supporting OS’s for complicated and complaint case handling.
• Monitor the accurate preparation and timely submission of work reports.
• Update and briefing of OS agents of news/changes in products and organizations.
• Prepare OS Agents - related daily, weekly, and monthly reports as required.
• Manage the team roster and day off and provide weekly resource allocation to managers and assistant managers.
• Provide team and individual performance information to managers, assistant managers and members as required.
• Perform other duties and special assignments as required.

What you’ll Need:

• 3 years of professional experience in a similar industry, such as call centers, operations support, customer service, or customer support
• .At least a bachelor’s degre
• eEfficient computer skills with Google Drive tools as a minimum (typing while listening would be an advantage)
• .Have a great deal of experience with payment cases and complaints
• .Excellent communication skills; - fluent in English, both verbal and writte
• nPleasant manner and a clear speaking voice
• .Good communication and interpersonal skills
• .Ability to think quickly, remain calm and handle situations under pressure
• .Be a role model with a can-do attitud
• eWork experience in Senior / Supervisor Role will be advantageous