About this role
- Ensure Critical Performance Metrics are met consistently
- Provide innovative ideas to optimize internal metrics & ensure critical metrics are achieved
- Perform audits and quality checks
- Provide feedback to the agents on their performance
- Ensure directives from senior leadership are percolated and acted upon
- Build team spirit through group sessions, activities, and projects
- Focus on retention of staff through career mapping & guiding team members
- Advocate and follow organizational policies and procedures
- Adhere to the information security requirements
- Ensure all client deliverables met within timelines
- Ensure productivity/quality enhancement and process meets all metrics