Role/Responsibility
Manage teams and ensure quality and productivity targets are met
Develop strategies on the floor for reducing attrition and improving employee satisfaction
Team Management
Lead and manage a team of agents.
Monitor and evaluate agent performance, providing coaching and feedback.
Set clear team goals and Key Performance Indicators (KPIs).
Conduct regular team meetings and create an open communication environment.
Performance Monitoring
Track and report on team performance metrics.
Identify training needs and provide necessary coaching.
Recognize and reward high performance.
Customer Service
Ensure all calls are handled professionally and in accordance with company guidelines.
Address and resolve customer complaints and issues promptly.
Maintain up-to-date knowledge of products and services.
Operational Duties
Manage the flow of inbound and/or outbound calls.
Prepare and deliver performance reports to upper manageme...