Team Leadership & Management:
- Supervise, motivate, and coach a team of call center agents to meet performance goals.
- Manage daily operations, ensuring smooth workflow and adherence to service level agreements (SLAs).
- Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.
Team Communication and feedback
- Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.
Client and Stakeholder Management:
- Liaise with clients and internal stakeholders to ensure alignment on goals, expectations, and performance metrics.
- Prepare and deliver performance reports, action plans, and improvement strategies to clients and management.
NTE, DA and Coaching Log
- Tenders memos to the representative in accordance to the offense being committed.
- Submits memos to the HCD for safekeeping and future reference. Job Profile
Training & Development:
- Ensure agents are continuously trained in product knowledge, sales techniques, and marketing strategies.
- Develop and maintain training programs tailored to sales and marketing-related call center tasks.
QA Update, QA score, QA Document and RCA
- Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unsatisfactory QA scores are served.
- Assists QAR in conducting RCA for Miami and internal evaluation.
- Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.
Operational Excellence:
- Monitor key performance indicators (KPIs) such as sales targets, call quality, and customer satisfaction.
- Drive continuous improvement in operational processes, workflows, and customer engagement strategies.
- Ensure compliance with company policies, client guidelines, and industry standards.