Senior Team Leader
2015 – 2020
Tasks performed:
Management
Manage outsourced agents who handle incoming, outgoing customer calls and E-mails for other businesses. Delegate tasks and set deadlines
- Monitoring team performance, SLA and report on metrics. Discover training needs and provide coaching and action plans. Assists management with hiring processes and new team member training. Problem solving , and oversees team member work for quality and guideline compliance. Communicates deadlines and targets to team members. Keeps management updated on team performance. Communicates concerns and policies among management and team members.Provides encouragement to team members. Promote team member adherence to company regulations. Conducts team meetings. Supports operation manager and performs anagement duties when Ops is absent or out of office
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