Detailed Job Description
- Lead and support a team of Account Managers to achieve monthly and daily targets, KPIs, and customer satisfaction goals.
- Monitor team performance regularly and provide coaching, feedback, and development plans to improve productivity and service quality.
- Ensure smooth daily operations and proper adherence to shifts, schedules, and assigned activities.
- Handle escalated customer/student complaints and support the team in resolving issues effectively and professionally.
- Track, analyze, and report team performance metrics, customer feedback, and operational results to management.
- Develop action plans and improvement initiatives to enhance team performance and customer experience.
- Conduct regular monitoring for calls, chats, and tickets to ensure service quality standards are maintained.
- Support onboarding and training for new team members and ensure continuous development for existing employees.
- Coordinate with internal departments such as Admissions, Academic Affairs, and Marketing to ensure smooth customer experience and operational alignment.
- Encourage teamwork, collaboration, and a positive working environment within the team.
- Ensure compliance with company policies, procedures, and service standards.
- Assist in organizing workloads, distributing tasks, and managing team priorities efficiently.
Job Requirements
- Current employee within the company with strong performance and leadership potential.
- Minimum 2 years of relevant experience, including at least 6 months within ECC.
- Previous experience in Customer Service, Sales, or Account Management is preferred.
- Strong communication, problem-solving, and team management skills.
- Ability to achieve targets and handle team performance effectively.
- Good knowledge of CRM systems, Microsoft Office, and reporting tools.
Nice to Have
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What We Offer
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