Primary responsibilities

Provide leadership, development and coaching of Team Leaders and the QA Associates in the Merchant Experience division. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
Identifying actions and working with QA trainers to ensure the skills and knowledge are developed effectively.
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
Building and maintaining effective internal and external stakeholder relationships
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Requirements

Minimum of 1 year of experience as a manager or team leader within customer service or operations
Strong coaching and leadership skills
Exceptional interpersonal, customer service, problem-solving and conflict resolution skills.
Flexible schedule and open to work on a rotational shift basis, including weekends
Bachelor degree holder or equivalent experience
Strong communication skills in English, both verbal and written.

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