He/She will be responsible for a team of associates.
Resolve agent and customer issues.
Be directly responsible for the overall performance of team members
Conduct performance reviews and team meetings.
Conduct monitoring and coaching sessions.
Coordinate with training and quality assurance to identify systemic quality-improvement opportunities.
Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets.
Achieve Call Quality requirements as outlined via Call Monitoring Guidelines Achieve Productivity requirements and performance delivery as outlined via Operation scorecard. Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines