Team Leader

Overview

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

at $20.00/hour ($3,520.00/month)

Associates degree

Last Active

April 25th, 2024 (9 days ago)

Member Since

November 6th, 2019

Profile Description

• Reviews and distributes procedure changes/ updates in a timely mUpgrade to see actual infoer. Ensures agents understands changes and are aligned with the organizational/ site goals
• Analyzes and trends agent KPIs
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement plans
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and product information research etc.)
• Presents his/her team’s performance in a business review format either weekly or monthly
• Tracts and documents employee time ( punctuality, attendance, and up-training )
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and Customer Experience 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
• Plans and conducts teaUpgrade to see actual infoetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
• 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 and Procedures
• Conducts Upgrade to see actual infoual reviews and evaluation
• Supports and enforces
- Code of conduct
- Compliance Requirements and Procedures
- Dress code
- English only Policy
- Attitude/ Behavior
- Integrity
- Call handing
• Drives teamwork and team Performance
• Creates, implements, and supports call center initiatives
• Performs other assigned/ related duties within the center as directed