The Responsibilities:

• Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the agents continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Assist in queue management using the tools available to them and in coordination with the Global Command Center.
• Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
• Attend internal and external calibration sessions and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
• Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
• Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Qualifications:

• Must be a regular employee
• Have reached 3 months tenure in their current role under the same department
• No active disciplinary actions
• Average Scorecard Rating (3 months) should be at least 3.0
• Must be C.O.A.L certified
• Strong written and verbal communication skills
• Good analytical skills and process-oriented
• Excellent Computer Skills - Microsoft Office, Word, Excel, Adobe Preferred, GSuites