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Job Description
- Monitor and mentor employee’s performance with all methods (side by side or remotely)
- Score and document areas of improvement, and success of the FTEs.
- Ensure the alignment of the benchmarks, SLAs, policies, and procedures.
- Work closely with the operation department and other supporting functions.
- Tailor, and enhance controls for every process or campaign ongoing.
- Create and Identify the KPIs for the processes.
- Deliver the proper coaching for the employees based on the performance or the incidents.
- Responsible for code of conduct enforcement.
Job Requirements
- Very good command of English (written/Spoken.)
- Excellent interpersonal, communication and presentation skills.
- Fast learner.
- Detailed oriented.
- Proficiency with Microsoft Office products is required.
- Good Negotiation Skills.
- Work under continuous stress.
- Very organized.
- Multi-tasking.
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