Operations Supervisor
Teletech
Total des années d'expérience :4 years, 4 Mois
➢ Coach consultant on areas for improvement while highlighting their areas of strength;
➢ Assist and handle a small group of consultants;
➢ Monitor and evaluate transactions, and coach consultants for any improvement both on quality and CSAT (customer satisfaction);
➢ Provide a daily, weekly, and monthly report on both consultant and overall team metrics while doing realtime evaluations;
➢ Send a report of the above to my Manager for assessment and evaluation.
➢ Audit, correct and approve consultant timecard prior to payroll cut-off;
➢ Attend daily meeting with Manager and other Team Leads to discuss action plans for the day;
➢ Monitor Productivity of consultants;
➢ Create, implement and assess action plans for the team with regard to key metrics;
➢ Responsible for processing and resolving customer request and dealing with billing, service, and basic technical requests and queries.
➢ Boost client profit by up-selling and promoting new services and products.