Job :
• Manage agent performance to ensure metrics are met, including; Average resolution per day, Quality, returns, unacceptable violations, and Productivity
• Ensure performance management of all agents
• Supervise, develop, and coach customer service agents and foster an environment where they can excel through encouragement and autonomy.
• Continuous assessment of your team's skills and competencies, partly determining their areas for improvement through continuous learning (To be defined with the training department)
• Actively work to achieve metrics.
• Generate reports and statistics as agreed with the client