Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client.

Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.

Responsibilities

• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving).
• Performs administrative duties for the team (i.e. payroll templates).
• Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.