Summary:

Management Trainee is responsible for managing the entire Customer Service Unit, as well as, customer queries and complaints via our company hotline, social media, and email channels. Management Trainee also processes modifications on the route or parcels and escalates complaints across several communication channels.

Duties and Responsibilities:

Track and document employee time and schedule Assist in reviewing agent performance results daily to ensure all goals are met or exceeded. Provide quality intelligence to help the Call Center Manager optimize support logic and provide insights to the training team to bridge the knowledge gap. Monitor and assess agent calls to drive performance improvement plans. Ensure agents understand changes and are aligned with the organizational goals. Assist in reviewing and distributing procedure changes and/or updates promptly. Identify root causes and improvement opportunities in training, processes, and policies. Assist in planning and conducting team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel. Assists, tracks, and coordinates with supporting departments. Performs other related duties as required or requested.