Job Description
- Manage a team of representative/AMs and be directly responsible for team performance. Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met
- Lead WBR/MBR
- Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals
- Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations
- Monitor transactions on an ongoing basis and take corrective steps whenever necessary
- Identify opportunities to improve agent performance and create actionable plans that drive results
- Work cross-functionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible
- Keep the team aware ...
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