Prenusha Maduray
Customer Care Team Manager
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