a) To assist Operations in the formulation of targets for individuals and teams and help
during hiring and onboarding of new employees.
b) Training, coaching and development of the (NORDICS / GERMAN / ..) team, in order to
help improving customer service excellence; and to assist team members in the
performance of their daily duties and tasks.
c) To devise ways of creating an engaged and committed environment, by keeping team
members motivated and interested; and to ensure adherence to policies of attendance,
established procedures and internal communication, according to internal
organizational Policies & Procedures.
creation and development of a clear reporting system to demonstrate staff achievement
e) To work in articulation with OSL and their Client(s) to ensure that relevant KPI’s
are met; and measure performance with key metrics such as call abandonment, calls
waiting, among others set by OSL or their Client(s).
f) Driving a high-performance culture within Customer Service to make sure that daily
tasks are carried out according to existing priorities.
g) To identify performance related issues and develop action plans for improvement,
implementation of corrective actions if applicable, including termination of
h) Keeping management informed about issues and problems and to assist in crisis
management, in articulation with Operations.
i) To effectively coach and provide direct feedback to team members regularly, to make
sure that performance metrics are achieved at a weekly minimum.
j) To communicate expectations to employees, as well as keeping them up to date; and
conduct weekly meetings with the team(s) to make sure there is an open forum for
relevant information to flow.
k) Scheduling and organizing team activities, as well as creating incentives and contributing
to keep members motivated, by also being highly motivated and focused in developing
and coaching team members in achieving their performance expectations.
l) To be able to conduct the team(s) in multi-tasking, prioritization, and meeting timelines,
by being able to work under pressure and self-manage to endure the decision-making
m) Staying current on internal work processes, policies, and procedures.
All other tasks or duties indicated by management or superior hierarchical with powers to do so.