» My job responsibility includes meeting the service levels while managing a team of 30 associates and 2 leads ensuring impeccable customer services experience to be delivered.» Achieving a customer satisfaction level above 94% ( Best on the planet )» Coaching and monitoring to bridge the gaps in order to achieve the desired level of customer experience » Weekly reviews with supervisors and agents to ensure rigour and score awareness.» Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis.» Identify, analyze, develop and recommend plans for increased production and customer satisfaction.» Partner closely and collaborate with other AMs and Managers to ensure a consistent customer experience and the sharing of best practices.

» My job responsibility includes meeting the service levels while managing a team of 30 associates and 2 leads ensuring impeccable customer services experience to be delivered.» Achieving a customer satisfaction level above 94% ( Best on the planet )» Coaching and monitoring to bridge the gaps in order to achieve the desired level of customer experience » Weekly reviews with supervisors and agents to ensure rigour and score awareness.» Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis.» Identify, analyze, develop and recommend plans for increased production and customer satisfaction.» Partner closely and collaborate with other AMs and Managers to ensure a consistent customer experience and the sharing of best practices.