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 the first line of escalation
- Coordinates, as needed with all supporting functions 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 WorkForce 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
- Communicate to WorkForce any changes to schedules or WorkForce levels on needed schedule changes
- Ensures that end-user privacy policies are properly implemented
- Ensures that team members adhere to RCX policies
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance with the plan.
- Conduct process improvement opportunities 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
- Proficiency in German is a must.
- Bachelor Degree
- Minimum 1 Year Experience as a TL
