Job :
Manage agent performance to ensure achievement of key metrics, including average resolutions per day, quality, returns, unacceptable infractions, and productivity.
Ensure effective performance management across all agents.
Supervise, develop, and coach customer service agents, fostering an environment where they can excel through encouragement and autonomy.
Continuously assess team skills and competencies, identifying improvement areas through ongoing learning initiatives (to be defined in collaboration with the Training Department).
Actively work towards achieving all performance metrics.
Generate reports and performance statistics as agreed with the client.
Manage daily sales performance tracking to ensure the monthly targets set by the client are met.