Creating sense of ownership within the employees and resolving employee issues, if any Encouraging, supporting, and motivating actively one’s peer team.
Looking constantly for development as well as continuous improvement for the entire team
Monitoring, organizing, and coaching team on a day-to-day basis
Communicating the company’s purpose, core values, vision to the front employees
Ensuring that the employees follow their schedules properly as designed
Handling escalated calls, complaints, questions, and queries as necessary
Facilitating cross-functional communication within employees for improved working condition
Creating a conducive work environment for all the call center’s employees
Carrying out team meetings and actively participating in the monthly and weekly meetings
Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets
Handle the daily tasks like QM, Queue Assistant, and Floor Super.
