CSR \ COLLECTION OFFICER \ VA \ EMAIL AND CHAT SUPPORT \LEAD

Overview

Looking for full-time work (8 hours/day)

at $6.29/hour ($1,216.00/month)

Associates degree

Last Active

July 17th, 2026 (2 days ago)

Member Since

July 16th, 2020

Profile Description

An experienced Customer Service/Sales/Collections ---------- my 13 years in the BPO industry, I have been able to do the following tasks :
• Monitors overall CSR, Lead Agent and customer service performance.
• Responsible for monitoring, meeting and maintaining KPI (key performance indicators)
• Handles a team consisting of 10-40 agents
• Appropriately addresses human resources issues, such as attendance and interpersonal relationships in the workplace; consults Program Manager and/or Human Resources for guidance as needed
• Increases effectiveness of call monitoring by attending calibration sessions with the client and Quality team.
• Utilizes reporting to manage improvements in individual, team, and queue performance
• handles escalated customer issues as needed
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Administers motivational programs that include incentives, contests and team performance programs
• Performs quarterly performance reviews of agents.
• Participates in the interviewing process and makes hiring recommendations
• Attends and facilitates Call calibration with Clients.