Job Details
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Job Description
- Supervises/manages activities and performance of the Account Advisors.
- 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).
- 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.
- Ensures that end-user privacy policies are properly implemented.
- Ensures that Team members adhere to RCC policies.
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
- Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
- Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
Job Requirements
- Experience in call center as a team leader or acting as a team leader
- high communicator
- very good in English (B1)
- people management
