RESPONSIBILITIES:

• Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met


• Provide appropriate direction and dispute resolution for workplace problems


• Maintain service levels, key performance indicators and performance management


• Communicate & report accurate performance metrics to the respective department manager


• Always promote ‘Best Practice’


• Undertake required administration


• Monitoring of Agents through call listening and verifying of valid transfers.


• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards


• Respond appropriately to discipline issues and maintain behaviour.


• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transpa...