Prenusha Maduray

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Prenusha Maduray

  • Preferred : UTC +2
  • Expected : 1000 USD/Month
  • Updated 4 months ago

Customer Care Team Manager

  • Age : 39 Years Old
  • Gender : Female
  • Educational Attainment :- Matric
  • Availability :- 40 Hours/week
  • Experience :- 15 Years

Customer Care Team Manager

Manage the inbound line – abandon rates, SLA’s, answer rate, average handling time, hold times
and not ready times.
• Handle escalated queries, lead generation and real-time monitoring of the call center via the
Ticketing system
• Managing all Email, social media, and voice queues
• Manage Employees
• Staff scheduling
• Review and manage Team Performance
• Manage employee HR & Sage matters
• Take disciplinary action
• Attend Disciplinary hearings
• Provide coaching and guidance
• Implement and review KPI relevant to each job’s requirements
• Implement incentive schemes
• Call Audits
• Conduct Interviews

Education
2001
Matric at Verulam Secondary
Experience
2017
Customer Care Team Manager at Rewardsco
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