Your mission
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Steer the continuous development of the cooperation with the service provider(s) (methods, processes, etc.) to improve performance
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Conduct strategic reviews and audits to define and assure compliance with quality standards
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Oversee day-to-day customer support operations, including phone, email, and live chat interactions.
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Monitor response times, resolution rates, and customer satisfaction metrics to ensure service level agreements (SLAs) are met.
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Analyse customer service metrics and KPIs to identify trends, opportunities, and areas for improvement
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Prepare regular reports and presentations for management, highlighting key performance indicators and recommendations for improvement.
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Define skill check, quality check and coaching processes for call centre agents
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Collaborate with other departments, such as sales, marketing, and product development, to ensure alignment on customer service goals and initiatives.
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Provide input and feedback to internal teams based on customer insights and feedback to improve products, services, and processes.