Customer Service Expert

• Lead and manage 9 teams and provide guidance based on the identified pivotal behavior and driving consistent performance (Green) while working from home as the pandemic started and transitioned back to working on site last February 2021 • Conduct coaching observations to Team Leads weekly and provide feedback on opportunities to bring exceptional performance based on corrected behaviors • Work with Quality and Client daily during touchbase sessions to monitor performance and attendance • Collaborate, identify, and create Specific, Measurable, Achievable, Realistic, and Time bounded action plans within team members to ensure agreement and execution that will lead to performance success • Work with my Supervisors in executing action plans and making sure of team’s contribution to the success of the site’s overall result • Lead and conduct weekly read-out and meetings to Supervisors to ensure the drive to execute action plans and see the improvement in a team level • Working with the team in creating good working environment through open communication, resolve uprising concerns • Maintaining good attendance and attrition through accountability and engagement activities • Conduct huddles, meetings, focus group discussions, and skip levels to address personal and professional issues to bridge performance and behavior gaps • Execute tasks well by ensuring timetables are followed • Worked with Quality team in addressing behavior-based performance gaps • Ensure execution in place processes either client or company driven • Worked with the Site Ambassador in leading the program’s engagements (client and company-initiated) activities by being active in participating and contributing to hype up social media platforms as we move to virtual route due to pandemic • Attend and actively participate to team meetings and experience calibration sessions with other managers to update knowledge on product and processes • Lead example and deliver assigned task in updating and sending performance score to Supervisors • Partner with Training on evaluation and progress of trainees to make sure that new hire agents will be fully assisted when they get endorsed to TBAY • Attend and participate to weekly business review with either Client or Continuum higher management to provide performance updates, successes, challenges, and action plans • Initiate group collaboration with the colleagues by sharing best practices that are proven effective to ensure exceptional performance across the site