Description

• Identifying, recommending, and implementing ways to increase the productivity and the quality of the team
• Provide necessary coaching to agents for necessary improvement
• Interact with all the Staff Members on a regular basis to collect feedback and information and to evaluate training and recommend suggestions to Managers
• Continuously measure all SLAs and Document all Parameters
• Escalation hand off times, Client Satisfaction, etc. and take corrective action, when necessary, basis Audit Reports
• Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Client Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality Analysis, etc.)
• Document all Operational processes in SOPs
• Ensure all Helpdesk Staff follows SOPs as laid out by Management
• Stay in contact with Team leads and Managers in order to proactively identify and recommend for change on the process basis Quality Feedback
• Analyze Operational Data and take corrective action