Actively enforces the operation’s goal, policies and procedures.
Implements standards in the company training and development, supports agents, handles escalations, monitors the contact center performance and works in conjunction with administration.
Monitors a team of Customer Helpdesk associates.
Provides floor support, coaching and feedback to agents.
Handles irate customers and escalates their concerns.
Ensures prompt escalation to business units pertaining to the complaint/request of customer.
Disseminates information to all agents to ensure correct updates to the customers.
Works closely with the Workforce team to monitor all issues of agents in terms of attendance.
Prepares and discusses monthly PMS of agents.
Ensures that the team hits the passing/target metrics.