Supervisor
Ibex Global Solutions
Total years of experience :6 years, 1 Months
Handled different Line of business for US accounts (Technical and Customer Service) such as Financial, Broadband Networks, and Cable Company. Responsible for a group of CSRs/TSRs in a program located within a site. Works to meet or exceed client value metrics, drive performance on a daily basis by setting clear goals, monitoring, coaching, and developing CSR action plans leading to performance improvement; coordinates with the Support Groups; to address issues affecting the floor at the time; attendance; productivity/utilization. Also works to ensure high employee satisfaction and retention of qualified employees in the team by promoting professionalism through execution of the escalation process and a fun environment through active participation in program and company initiated Rewards and Recognition’s activities.