Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance.
Manages day-to-day processes and other duties as assigned.
Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.
Provides feedback and coaching to Ops Executive.
Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.
Proactively coach on upcoming issues or other potential escalation items before they become escalations.
Ensuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent’s partner.
Prepare for and conduct weekly team meetings and 1:1 meeting with each direct report.