Address
Form of workJob Description
This position is responsible for managing and optimizing the performance of Customer Care agents to meet all quality and service level agreements requirements determined by the business. Manages a team of 10 – 20 Agents. Acting on-site manager for all escalations and decision making on floor periodically during a shift a week.
* Must be able to work 1st Shift: 6am-6pm window
Responsibilities:
Management:
Manage the incoming transaction and system queues to ensure the department is performing within set Service Level Agreements
Manage the agents to ensure at least the required minimum number of agents are actively processing per interval
Manage the performance of all agents on team, including, mentoring, coaching, and conducting annual performance evaluations.
Ensure the completion of quality reviews on the gate checks and quality control log
Complete transaction quality reviews on assigned agents
Verify team member’s payroll entries
Primary point of contact for customer escalations
Ensure all agents are working as scheduled
Ensure the completion of the daily process of call-ins and recruit replacement guards
Maintain clean work environment
Adhere to all company policies and procedures
Any other responsibilities assigned by management
Administration:
Maintain productivity reports ( service levels as well as productivity)
Ensure the completion of all incident reports
