Delivery of,service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule.
Monitors calls and chats, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Training and development of staff. Motivation, leadership for a team of 17 and developing future leaders.
Recommendations for product and process development based on customer feedback and analysis of the same.
Conducts performance appraisal for the team.
Contributes the initial hiring and selecting process of the front line. Compiles reports on team’s performance and customer feedback.
Communication and being a focal point of dissemination of information from management to team and vis versa.