Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.
Duties and responsibilities:
-Provides encouragement to team members, while monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
-Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
-Communicates deadlines and goals to team members
-Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
-Preparing reports and analyzing data to assist management as they determine call center goals.
-Above average verbal and written communication skills.
-Above average leadership skills.
-At least 1-year work experience in similar position. Knowledgeable in MS Office Application (Word, Excel, PowerPoint).
-Good command of English language.
Regular working hours (9am to 6pm, Monday to Friday), 9 hours, including a one-hour break, but can manage flexible work schedule, if so required.