Ensure that Call Center employees are working on appropriate projects and making productive and effective use of time.
Provide coaching and feedback in an effective manner that promotes positive change and success of the team.
Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.
Manage conflict by surfacing problems and effectively negotiating solutions.
Foster a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talents of each employee.
Utilize all resources to address escalated customer issues in a responsive, timely manner to improve our Company’s reputation by creating moments of excellence for our customers.
Ensure production problems are identified and resolved in a timely and proactive manner in accordance with service level agreements.
Monitor individual, team and results to identify and act on both positive and negative performance trends.
Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies and procedures.
Actively promote and motivate individuals and the team toward achievement of goals.
Monitor productivity of Agents and generate the necessary reports to be submitted daily, weekly and monthly to Project Manager/Operations Manager.
Maintain and enforce department/company policies, procedures and standards.
Provide monthly and yearly reviews of team members.
Manage Attendance and Attrition.
Comply with all of the established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above.
Other responsibilities or duties as assigned by direct supervisor.
Job Requirements:
Ability to communicate effectively with customers and employees of the Organization.
Ability to work a flexible schedule including weekends/evenings.
Must posses good organizing and communication skills.
Ability to perform to expectations in a fast-paced and changing environment.
Solid Computer skills, particularly in Word and Excel
Job details are sourced from the employer's original posting.
