- Manage team performance by assigning objectives per agent.
- Monitor agent, team performance, and take appropriate actions.
- Supervise workforce management on the team level, problem resolution, and all aspects of the team by recommending corrective actions that comply with COPC standards.
- Respond to customer questions when escalated through communication means.
- Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way.
- Manage employees HR related inquiries and actions through the HR management system.
- Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, and ensuring they are following the required structure for the calls.
- Create departmental-related reports on a periodical basis by tracking, measuring, and monitoring department performance.
- Coach, develop, motivate, monitor, and follow up on team members' performance for improving productivity and skills competencies.
Fluent in English.Grads only can apply.Excellent communication skills including business writing skills.Good working knowledge of MS OfficeWilling to work during weekends if needed.