Job Details
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Job Description
- Supervises/manages the daily activities and performance of the Account Advisors
- Generates and sends agreed reports to clients regularly as per client requirements
- Handles Account Advisors needed for on-job training and coaching
- Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
- Manages difficult calls by acting as first line of escalation
- Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
- Adheres to all schedules (Advisors / operations / Monitoring)
- Shadows process review by signing off the “shadowing” of newly recruited Advisors
- Asses the Advisors performance on monthly basis and calculates variations on set standards
- Holds (and documents) one to one meetings with Advisors to communicate feedback on monthly performance assessment results
- Generates monthly invoices (for monthly projects)
- Performs daily pre-shift or post-shift meetings with Advisors achievements, targets and new updates
- Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
- Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
- Logs and acts on client’s requests
- Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
- Maintains staffing schedule during hours of operations whilst accounting for absenteeism
- Adheres to monitoring schedule sent by Work Force on unit on a weekly basis
- Adheres to the Team Leaders schedule communicated by the Work Force unit
- Ensure achievement of KPIs
- Deals with variances from KPIs standards
- Ensures that end-user privacy policies are properly implemented
- Ensures that Team members adhere to RCC policies
- Built up data and ensures that all data on project’s K-base remains updated
- Performs other related duties
Job Requirements
- 2-3 Years working as a Team Leader with Call Center Background
