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Job Description
- Motivate agents to deliver outstanding results.
- Monitor and evaluate the agent’s performance, review productivity and attendance reports, and coach staff members to improve performance.
- Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year-end performance review.
- Assist agents with career development plans.
- Be visible to agents and walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and make sure that all agents are following the policies.
- Prepare reports and analyze data to assist management as they determine customer acquisition goals.
- Develop creative programs or plans that help in enhancing the agent’s daily/monthly/quarterly/annual performance results.
- Develop objectives for customer acquisition team’s day to day activities.
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
- Create an environment where people are energized, engaged, and enabled through high impact communication and coaching, resulting in team target.
- Any other duties related to job nature
Job Requirements
- Strong Excel background, problem-solving techniques.
- Knowledge of analytics tools.
- Bachelor’s Degree in Human Resources, Business, or related discipline.
- 1+ years of work experience in a related field (Performance Management, HR).
- Knowledge of managing people and performance.
- Knowledge of Human Resources processes and procedures.
- Knowledge of Human Resources policies and guidelines.
