ETB 50,000 - ETB 55,000 monthly
Saicooper HR Extension PLC
Addis Ababa, Ethiopia
•Provide clear insight into performance drivers and the levers which impact performance
•Compile and track performance for teams and individual level in terms of their quality scores
•Ensure and maintain quality of service provided by the team
•Audit and provide solid feedback for improvement
•Mentor and maintain Agent’s performance
•Ensure that all agents meet statistical quality targets and provide action plans for those that fall below expectations.
•Hold weekly coaching sessions with the team
•Provide action plans and recommendations to the management
•Provide program and agent performance reporting, including statistical analysis and reporting
•Collaborate with trainers and SMEs to establish a positive team environment that supports and reinforces best-in and out of-class customer service practices
•Provide recommendations to management & Client regarding the development of policies...