Found Description
At least 2 years supervisory experience in a BPO setting.
DUTIES & RESPONSIBILITIES
- Ensure that Team Members meet productivity standards.
- Assist Shift Managers in ensuring that client service levels are met or exceeded.
- Report to Shift Manager any healht/safety and performance concerns that may affect agnent's fulfillment of role in Operations.
- Monitor service calls, e-mails, and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
- Monitor individual Team Members' statistics for Attendance, AHT, Productivity, and Quality.
- Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics.
- Assign reports or projects to Team Members as needed.
- Work with Team Members to resolve grievances.
- Meet with team at least once a week to discuss issues and share best practices
- Responsivble i...