Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining)
Reviews agent performance results daily to ensure all goals are met or exceeded
Analyzes and trends agent KPI/Sales performance
Identifies performance gaps and prepare action plans for effective coaching and
performance improvement during one-on-one feedback
Monitors and assesses employee calls to drive performance improvement plans
Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT
expectations
Be hands-on and demonstrates a desire to help Global Agents by building effective
working relationships, driving individual responsibility, and accountability, and
contributing to the site’s successful performance
Teaches and improves up-selling and technical skills (i.e. improved call handling,
navigation and Product information research etc)
Reviews and distributes procedure changes/updates in a timely manner. Ensures agents
understand changes and are aligned with organizational/site goals
Plans and conducts team meetings to share information, calibrate knowledge and
performance, and motivate agents to learn and excel
Attends assigned Leadership Calibrations
Assists and tracks agent password resets
Assists, tracks, and coordinates issues with supporting departments, such as IT
(computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime,
attendance tracking, etc.)
Administers HR and Department policies as instructed
Conducts annual reviews/PACS/E-valuation
Presents his/her team’s performance in a business review format either weekly or monthly
Supports and enforces
o Code of Conduct
o Compliance Requirements and Procedures
o Dress Code
o English Only Policy
o Attitude/Behavior
o Integrity
o Call Handling
Drives teamwork and team performanc