- Monitor agent performance across quality, productivity, and attendance metrics.
- Provide frequent coaching based on QA feedback, metrics, surveys, and ticket observations.
- Handle occasional escalations from angry customers.
- Ensure schedule adherence and maintain desired productivity levels.
- Maintain coaching logs and provide regular written feedback to team members.
- Navigate support tools including Zendesk, Metabase, and Amazon Connect.
- Resolve team conflicts and initiate consequence management for low performance.
- Delegate tasks to high-potential team members to foster professional development.
- Suggest and lead team-building activities to maintain motivation.
Data AnalysisPeople ManagementCoaching+3 more