I have been working for almost ten years mostly in a customer service business process environment. Below are some of task in various post I've had in the last 9 years.
? Manages 15-20 technical support professionals.
? Provides coaching and direct feedback on monitored calls based on client quality standards.
? Implements performance management plans through the integration of data analysis, behavioral interpretation and action planning.
? Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
? Develop relationships within the supporting business units to help resolve issues related to team members.
? Demonstrate flexibility by working varying shifts and responding to unanticipated events.
? Maintain phone skills while applying knowledge to day-to-day project experiences.
? Manages 15-20 collectors
? Provides coaching and direct feedback on monitored calls based on client quality standards.
? Communicate positive as well as negative feedback, provides coaching, implements action plans to improve performance
? Conducts monthly performance review and implements performance management corrective plan
? Outbound calling to past due card members with the primary goal of collecting payments and identifying past due reasons.
? Educates card member with payment plans as options to avoid past due accounts.
? Provides hardship program to card members who are having serious situation of non- payment.
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