.. support! What You Will Do Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone Ensure low to medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer concerns May .. outros
The Navan service support team is seeking a results-driven Engagement Manager. This person will be responsible for driving the agents' engagement, ensuring consistent performance, including the bonus system and low-level performance program, help plan and drive engagement initiatives.
The Engagement Manager will be working with the Global Management team to drive consistency across all operations, and with the People department on engagement initiatives. This person will also be responsible for managing all programs related to keeping our attrition within target, and ensuring we scale efficiently our teams.
What You'll Do :
- Prepares special reports by collecting, analyzing, and summarizing information and trends
- Partner with all cross-functional teams to address agent engagement and suggest ways to improve the agent experience
- Contributes to attrition reduction and increase in the employee's engagement scores
- Plans social events and engagement activities for our Travel Experience employees
What We're Looking For :
- Previous experience in similar roles
- Fluency in English
- Strategic thinking, strong problem-solving, and critical thinking skills
- Demonstrated success in project management and process improvement
- Results-driven and proactiveness, with the ability to own and execute areas of responsibility with excellence
- Strong interpersonal skills with a demonstrated ability to lead, manage, develop and motivate contact center teams, in a hybrid working model
LI-AC5 #LI-HYBRID
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