Client Services Team Lead

Team LeaderDevelop up to 24 E-Care (chat) agents to meet client goals while maintaining a positive customer experience. Ensure agents are up to date and following all policy and procedures within the company. Weekly individual coaching sessions using trending information, S.M.A.R.T goals, and success/action plans. Provide historical and real time data back to management and to our client.Floor LeaderWork with our client and management to ensure clients goals and expectations are met. Have created multiple reports to show trends, monitor real time goals, and possible future problems based on trends. Support Team Leaders (15-25) to prevent any future financial impacts and ensure their teams are meeting client expectations. Utilized various computer programs to monitor Key Performance Metrics (Schedule Adherence, Productivity, Phone Time Variance, etc). Headed and launched various new directives from our client into the program such as new lines of business, new technologies, and new business goals.