Assistant Team Manager
Sykes
مجموع سنوات الخبرة :2 years, 8 أشهر
• Motivates and encourages agents in a positive way
• Entertains questions of the team
• Reports the team's status to the client
• Handle supervisor calls
• Floorwalker
• Prepares the team’s performance reports by collecting, analyzing, and summarizing data and trends
Achievements
• Leap training for Asst. Team Manager /MI60- April 2014 - May 2014
• Account’s top 1 Asst. Team Manager /MI60 - June 2014
• Account’s top 2 Asst. Team Manager /MI60 - May 2014
• Account’s top 1 mid-year Asst. Team Manager /MI60 2014
• Account’s top 1 Asst. Team Manager /MI60 - September 2014
• Maintains company standards during recorded calls in order to ensure high-quality service
• Receives incoming calls and makes outbound calls when necessary
• Responds to incoming customer calls concerning new and existing customer accounts within a call center environment
Achievements
• Account’s top 40 agents for November 2013 - CSR, Sykes
• Account’s top 12 agents for December 2013 - CSR, Sykes
• Account’s top 1 agent for January 2014 - CSR, Sykes
• Account’s top 6 agents for February 2014 - CSR, Sykes
• Account’s top 13 agents for March 2014 - CSR, Sykes
• Account’s top 14 agents for April 2014 - CSR, Sykes
Meets the client's needs through issue resolution
• Raises concerns of the team to the client
• Reports the team's status to the client
• Conducts meeting to hit quota and maintain quality in terms of production
• Entertains questions of the team
• Processing medical claims for the Northeast States in America
• Responsible in production-related tasks such as:
- Assists/leads product-related calls together with the QA (auditors).
- Assist QA in responding to high priority and or complex product/auditing related client requests to ensure that requests are handled quickly and correctly.
- Performs internal audits for the team.
- Supports product/processing related discussion with team members.
Achievements
• Assigned as the Subject matter expert of the team for both tier 1 and tier 2 - Data Analyst, Accenture