Manager

• Coach and motivate call center representatives and head call center employees.
• Conduct quality assessment of calls and all interaction points with customers.
• Train, mentor and provide ongoing coaching to agents, monitor their progress and answer questions.
• Ensure adherence to policies for attendance and established procedures.
• Monitor performance metrics and conduct performance evaluation engagements (one-to-one, training).
• Identify and resolve performance, behavior, and attendance issues using performance management techniques.
• Examine customer interaction and experience metrics, providing insights on trends, process compliance and improvement areas.
• Perform real-time floor monitoring to ensure schedule and shift adherence and provide floor assistance on customer queries.
• Conduct daily pre-shift team meetings to set focus and priorities.
• Develop regular training content from training needs assessments and conduct training/calibration sessions.
• Assess agents’ call and ticket interactions and provide constructive feedback.
• Manage performance management and disciplinary measures; handle escalated issues and major system outages.
• Ensure reporting on service campaign performance against metrics and drive process improvements to meet SLAs and customer satisfaction.
• Work with management to identify and deliver positive change, business efficiencies, and highlight operational risks.

Contact Center Team Manager

Monitoring and Evaluations Manager

Contact Center Team Manager