Handles Manager's Calls as needed.
- Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.
- Participates and provides suggestions regarding our Strategic Planning in the Contact Center- Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.
- Leads each team's monthly meetings.
- Prepares and schedule all team's monthly training sessions together with the Supervisors and Corporate trainer.
- Collaborates with Supervisors to administer employee performance reviews, write ups.Coaching sessions, etc.- Reviews month end reports from Master clients to define the correct strategy to reach goals.
- Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.- Schedules and complete annual performance appraisals with Supervisors.
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