Social Media Contingent Worker • Monitoring and driving individuals and team performance against a set of KPIs; • Preparing reports for my OM on performance insights;• Ongoing motivation of my teams (20 agents) to ensure a positive mindset and consumer-focused attitude remains throughout;• Team huddles;• Coaching 121 sessions with agents, setting SMART goals and performance; • Manage day to day line activities, priorities and make impact within existing processes and procedures towards achieving SLAs; • Ensure training and development plans are maintained for all team members; • Use company methodology, team input and my own initiative to ensure retention targets are achieved;• Phone calls with the Client (WBR and MBR); • Set up training with client engineers for calibration and tools/platform improvement following guidelines and standards;• Point of Contact (POC) for mentors (7 mentors) aligning tasks and targets; • Point of Contact (POC) during the absence of the Operations Manager;

Sport Brand Contingent Worker • Monitoring and driving individuals and team performance against a set of KPIs;• Preparing reports for my OM on performance insights;• Coaching sessions 121 - Smart Goals and Performance; • Manage day to day line activities, priorities and make impact within existing processes and procedures towards achieving SLAs;• Ensure training and development plans are maintained for all team members;• Use company methodology, team input and my own initiative to ensure retention targets are achieved;

Sport Brand Contingent Worker • Having huddles to make sure that my team members know what their objectives are.• First line of support for agents - Provide knowledge and expertise;• Call listening and giving feedback to athletes on how they can improve;• Taking call escalations and looking out over the consumer;• Ongoing coaching and developing athletes; • Identifying and addressing any issues, and being a pillar of support for EN, RU, DE, FR, PL team members;

Sport Brand Contingent Worker • Monitoring and assessing agent performance against a set of criteria;• Giving constructive feedback to agents on how they can improve - 121 Sessions, Smart Goals;• Observing call centre trends;• Preparing reports for management on where the contact centre (teams, agents) has improve and where it could improve further;• Run root-cause analysis to identify knowledge gaps;• Quality Evaluations making sure KPI's are being followed;

Sport Brand Contingent Worker • Managing large amounts of calls, emails in a timely and effective manner;• Identifying consumers needs and researching issues;• Providing the right information and solutions to consumers;• Keeping records of all consumer conversations on the call centre database;• Meeting targets in terms of quality of conversations;