We're looking for a Call Avoidance Expert to manage and guide our specialists by tracking performance, coaching agents, and working closely with our client to implement action plans. Join us for a rewarding career within our experienced team in the customer support industry!
Join us as Call avoidance Expert!
Your main responsibilities would be:
- Managing the team of Call avoidance specialists across the project, tracking, monitoring the results and identifying outliers.
- Providing the Team Leaders and TQM with proposals and actions for areas of improvement.
- Ensuring alignment of all CA specialists and up to the agent level on any new trends, products or procedures, in cooperation with TQM and the client’s Quality team.
- Missed opportunity analysis
- Agent coaching and training
- Creating and implementing Action plan for low performance
- Subject expert that works as a liaison between Transcom and client’s HQ (open tickets, open points, special projects, etc.)
- Continuous monitoring of the results per product line, result analysis etc.
- Monthly meetings with the Client quality team to review results in all countries and define the improvements.
- CA to be discussed as one of the main KPIs during the Monthly GCC review with Transcom
- CA expert will have regular meetings with CA market specialists to: deep dive the open points raised by client’s Quality Team, define and follow up on the relevant Action Plans
- Monthly update to local Service Team during their dedicated monthly GCC review
What’s in it for you?
- Private health insurance
- Working hours are 09-17h
- Weekends are off
- Monthly bonuses
- Access to our internal learning platform
- You will receive an organized introduction through a structured onboarding process and dedicated mentors
- You will have all the necessary equipment and devices to perform your job effectively and creatively
- Attractive salary
- Ability to grow and learn new skills
What we expect from you:
- Excellent knowledge of English language
- Great knowledge of MS office package
- Flexible and ambitious approach to work
- Developed judgment and negotiation skills
- Analytical and problem-solving skills
- Developed organizational skills, including the ability to prioritize work effectively
- Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and kindly)
What life at Transcom is like?
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.