Hello, Please go through the job description and let me know your interest ASAP and also share your resume. Position Lead Customer Service Representative Location Sharonville Cincinnati, OH Interview Mode Only 1 Round of Face to Face Job Description Team Lead Customer Service As a Team Leader for Customer Service team, heshe is accountable for workload management, client management, workforce management, trainingcoaching team members, MIS reporting, etc., Responsibilities Remote and Side by Side call monitoring using the Call Quality guidelines attend calibration sessions with client quality staff and ensure minimal or no variance in scoring. Manage Service Level by ensuring appropriate staffing and control shrinkage of advisors who are logged in. Manage low unplanned absenteeism, prepare and implement action plans to ensure staff come to work as scheduled and a low abandonment is maintained. Conduct performance reviews of team members on a regular basis and manage bottom quartile effectively through improvement plans. Handle any escalations whether from end customers or client stakeholders and provide appropriate resolution. Maintain a high volume of conversion for Outbound Renewal calls to collect payments through constant monitoring and incentive plans. Ensure staff arrival on time and required number of heads login to phones in a timely fashion. Coordinate with support teams like Transport, Admin and IT in an effective manner to resolve issues. Report potential and actual attrition to the Human Resources team and work in tandem with them to control attrition and also initiate id deletion of actual attrition cases in time and send notification to all concerned teams. Work in coordination with DPLI team for calculation of future FTE requirement, and forecast of revenue to be generated by the outbound team. Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps. Also participate in regular discussions with client stakeholders over the phone or in person to discuss performance over a fixed period of time. Conduct half yearly and annual appraisals for team members and set SCMART actions for the following period, follow the goal setting and selfreviewer appraiser mechanism for Eserve during the performance appraisal process Qualifications High School Diploma or GED equivalent, 2 5 years of customer service experience Holding necessary state license in PC insurance Thanks Paul
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