Poste :

SUMMARY OF RESPONSIBILITIES - 

• Ensure that calls are handled professionally.
• Provide direction and guidance to guarantee the consistent achievement of key performance metrics.
• Achieve, measure, report, and communicate metric goal attainment for assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieve goals for the number of call monitoring per week and scores for an assigned team of customer service agents.
• Coach, mentor and develop agent team for skills expansion and promotional opportunities.
• Perform other duties as assigned.