a) To review a subset of call center operators’ activities (calls, emails, chats, etc.) and assess them according to internal standards.
b) To maintain and develop internal support and keeping up with existing Quality standards.
c) To accompany evaluations and creating constructive daily, weekly, or monthly feedback, by discussion and presentation of improvement plans on regular meetings with agents and to review these plans through coaching sessions with customer care agents.
d) Analysis of Customer Service metrics (C-SAT’s, FRT, AHT) and team’s performance impact on these KPI’s, as well as defining strategies to improve them.
e) Helping agents to improve their performance with specific instructions and constant support.
f) Monitoring customer service performance on agent and team level for the assigned market.
g) To map the needs for training and onboarding programs and initiate these critical areas.
h) To create reports which reflect performance and to also report team’s performance to higher-ups, on a daily, weekly, monthly basis.
i) To participate in calibration sessions to maintain consistency in internal evaluations with the First Contracting Part’s Client.
j) Conducting monthly analysis of customer service scorecard metrics or outcomes for customer care representatives and management