Job Responsibilities

• Oversee and supervise a team of agents, monitor agent attendance, performance and productivity.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct agent observation and provide feedback.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Assist in developing and streamlining procedures.
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
• Provide quality service to both internal and external customers – on and off-line.
• Assist agents with customer interaction on situations requiring special handling.
• Ensure open flow of communication between agents, supervisors and management.
• Prepare and ensure accuracy of reports.
• Assure service level standards are met.
• Perform other duties as assigned.

Job Requirements

• Diploma or Bachelor’s D...