Main Duties:
Responsible for performance management ( setting objectives and reviewing KPIs)
Identifying areas of underperformance
Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve on calls and efficiencies
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Participate in regular calibration sessions (internal & external) to ensure consistency
Writes and administers performance reviews for skill improvement.
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
Ensures employees have appropriate training and other resources to perform their jobs.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Assists the Manager with the daily operation of the call center to include the agent development, and implementation of staffing, training, and reward/recognition programs.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Establishes work procedures and processes that support the company and Operations standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding Operations, KSP's or employee concerns.
Understands working under pressure and a solution driven individual
WFM Tool review - Agent real-time management (breaks, schedule adherence, offline activities) & Intraday volume review
Must log in to take 1 hour of customer service/collection calls each week
Skills/Competencies required:
Expert product/service and job knowledge
Multi-tasking
Self-motivated
Communication Proficiency.
Customer/Client Focus.
Leadership
Planning & Organizational Skills.
Performance Management.
Problem Solving/Analysis
MS Office knowledge(Word, Excel, and PowerPoint)
Ciudad: cortes
