As an Operations Manager for my previous company, I oversee the daily operations of the call center. I monitor phone calls on a weekly basis to make sure that the agents are at par with company standards in terms of quality assurance. I also provide training for new hires, and performance calibration for the tenured agents. I provide back office support for our clients by making documentations on how to fight or win “chargebacks”. I handle escalations if all resources have been exhausted by the representatives to ensure customer satisfaction. I take charge in plotting the days – off of each agent. I also cater to the needs of our office lessor in terms of their house rules. I am in charge of sending service tickets to our lessor's IT support, as well as coordinate with our lessor regarding rental payments. I constantly communicate with our clients with regards to the overall performance of the representatives and devise solutions in improving customer experiences and as well as the work environment. I constantly monitor email communication between our representatives and the customers to be able to better understand every customer's needs. I also constantly answer emails from customers in order to ensure that no customer query is left unanswered.
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