Senior Customer Service Executive - Quality

The Senior Customer Service Executive - Quality is responsible for enforcing the operation’s goals, policies and procedures, implements standards, supports the Customer Service Executives, handles escalations and monitors the cue.Monitor Calls and Support ExecutivesManage and direct the daily activities of Customer Service Executives Lead, plan and manage functions concerned to the groupProvide support or offer advice on any given situation of the groupAttend follow up calls and resolve customer complaints and questionsEnsure appropriate support and training to apply the best practices within standards of the organizationActs as a source of information and answers questions of the ExecutivesReviews call recording and proactively monitor call logs for quality assessment and accuracy.Manages Executives Schedules based on requirments and supervisor. Handles Escalation of Customer Calls or other contacts where required. Participate as an agent during peak periods of incoming call volume. Maintain Work-Related RecordsMaintain timely updating of work-related metrics such as individual daily target, attendance, daily activities etc. in the records sheet provided by the SupervisorPrepares and directs scheduling, monitors agents’ attendance, schedules Shifts & breaks as necessary.Adheres to the work-plan provided by the supervisor while undertaking routine activitiesTrack the performance of the Customer Service ExecutivesMaintains Customer Information ConfidentialitySets guidelines for executives towards customer information security for collecting, processing, and recording information collected from the customer in the course of routine operationsSelf-DevelopmentStrives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.Identifies the training and development requirements for self and agrees with the manager to ensure that the required training courses are arranged and attended.Sets the performance goals in the beginning of the year after discussion with the manager and ensures that the goals are achieved during the course of the year.