- Manage team output, coverage, attendance, and workflow distribution during U.S. business hours.
- Analyze performance metrics such as response time, CSAT, and QA to proactively intervene when agents fall behind.
- Handle complex escalations and agent questions as the primary point of contact.
- Coach agents on quality, tone, and self-sufficiency using provided resources and SOPs.
- Hold the team accountable for established SOPs and workflows, proposing improvements when processes are ineffective.
- Provide leadership with data-driven insights and proposed solutions for operational issues.
Operations ManagementMentoringCRM+2 more