Epic Chat
Expired on: Sep 30, 2022
Job Category: Call Centre Customer Care
Job Type: Full Time
Job Location: Luqa

At epic we are driven by autonomy, efficiency, and innovation, as we believe that these elements pave the way to epic craft! We empower our employees to work on things that they are passionate about. With us you will be given great benefits and working conditions. At epic you will not just be joining, you will be adding!

We pride ourselves on delivering Great Network for Great Value to our customers and we do so through focusing on the customer, collaborating as one team.

  • Creating and organizing monthly schedules for the team members.
  • Oversee day-to-day operation.
  • Monitoring attendance, tardiness and time off
  • Assigning duties to specific employees based on role and skills.
  • Supervising employees and assisting with tasks as necessary,
  • Ensuring that tasks are performed efficiently throughout the day
  • Managing employee requests and transgressions
  • Monitor employee’s performance and think of ways to increase productivity and customer satisfaction.
  • Handling customer issues and escalations on a daily basis
  • Ensuring compliance with company policies, health, and safety standards • Reporting to management any issues that arise during the shift
  • Reporting to management any issues that arise during the shift 

    Care:
  • Help change care hero’s mindset and lead them to unlock potential through the Care Cycle by identifying opportunity, connecting, discovering customer needs and sending the lead to the sales team.
  • Foster and maintain a positive work environment
  • Bring forward care hero’s feedback to make sure that we have no communication gaps between frontline and team leaders
  • Identify long term career developments within the team to ensure long term sustainable engagement
  • Provide regular feedback to direct reports to help them develop Core competencies, knowledge and experience

    Requirements and skills:
  • Previous experience as a Shift Leader or in a similar role in a call centre environment
  • Experience creating shift schedules
  • Excellent communication and interpersonal skills
  • Strong leadership and organizational skills
  • Confident problem-solver
  • Ability to work as part of a team and collaborate effectively
  • Multitasking
  • Positive Attitude
  • Availability to work on shifts.
  • Advanced Microsoft Excel and PowerPoint skills
  • Tech Savvy
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