Customer Care And Retention Team Manager
CurrentConstantly delivering feedback to the agents regarding their performance.Supervising activity on shift making sure the SLAs are met in order to achieve highest levels of productivity and performance.Developing and implementing personalized improvments plans.Conduct 1 to 1 and team meetings to discuss issues, share information and gather feedback.Actively delegating tasks and responsabilities to ensure fair workload and prioritization.Ensure poor performance or behaviour issues are addressed in a timely manner.Adressing customers escalations and complaints, bringing the issue to a resolution.WFM processes - forecasting contact volumes, scheduling staff around forecasted volumes