Ensure dissemination and comprehension of programs, policies & procedures to team members.
Conduct training and refreshers for all team members.
Project management as assigned.
Accomplish weekly and monthly reports
Ensure attainment of all KPI's

Member and Customer Complaint and Feedback Handling
Management of schedules and performance of team of 11.

Project Handling

Maintain KPI's
Occupancy Rate of 85%
Abandoned Call Rate 3-5%
Average Handling Rate of 6 minutes

Budget Management

Report Preparation & Submission

NA

Good command of the English language - oral and written

MS Office

College degree

3-5 years experience in Customer Service

Team lead for DAC Help Desk