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Team Manager Customer Experience at Canon Japan
, , Egypt -
Full Time

Start Date

Immediate

Expiry Date

21 Feb, 26

Salary

0.0

Posted On

23 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Supervision, Mentorship, Coaching, Communication, Training Needs Assessment, Performance Management, Time Management, Customer Service, Escalation Handling, Documentation, Team Management, Client Interaction, Quality Assurance, Attendance Management, Staffing, Agent Development

Industry

IT Services and IT Consulting

Description
GET TO KNOW ALORICA At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. JOB SUMMARY Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel. JOB RESPONSIBILITIES • Provides regular supervision and mentorship over subordinate staff • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching • Facilitates daily agent coaching and development sessions in both written and verbal format • Participates in client related activities to include client calibration sessions and project planning • Identify and address agent training needs • Manage team’s time entry to ensure 0% discrepancy rate • Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.) • Manage financial implications of attrition and attendance by maintaining program-specific goals • Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing) • Completion of weekly Team Manager Scorecard for review with Operations Manager OTHER RELATED DUTIES • Diffuse irate customer calls as applicable • Provide agent support via handling escalated calls, as needed • Maintain up-to-date employee files and documentation • Ensure high level customer service is being practiced by all subordinate staff
Responsibilities
The Team Manager Customer Experience supervises a call-service team, providing mentorship and ensuring effective communication regarding performance and goals. They also manage training needs, performance standards, and participate in client-related activities.