• Inspire and influence front-line agents through coaching and providing feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary to achieve business and personal goals.• Conduct a customize career development conversation with front-line team members to achieve professional milestones.• Prepares and conducts Monthly/Quarterly Business Reviews with the Asst. Operations Manager, and the Operations Manager on team/middle/bottom performers to… Show more • Inspire and influence front-line agents through coaching and providing feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary to achieve business and personal goals.• Conduct a customize career development conversation with front-line team members to achieve professional milestones.• Prepares and conducts Monthly/Quarterly Business Reviews with the Asst. Operations Manager, and the Operations Manager on team/middle/bottom performers to identify focus and forward moving steps.• Brainstorms with fellow Team Captains, the Asst. Operations Manager, and the Operations Manager to discuss various issues/problems faced by their respective teams. • Ensures that passing service levels are met and/or exceeded by maximizing the headcount of CSRs on the floor.• Coach CSRs in providing excellent client experience and building customer loyalty with voice, email and chat interactions.• Contact dissatisfied customers/poor rated interactions to provide resolution/alternatives and turn around customer experience. Show less

• Supports/Interacts with a team of CSRs and collaborates with Team Leaders in all initiatives aimed at driving individual and team performance and attaining individual/team goals specially Quality of Service. • Act as a Subject Matter Expert that helps front-line agents in providing world class customer service to all Mobility clients. • Addresses CSR /Customer concerns, queries, issues, complaints and product information requests.• Conducts a One to One call handling practice… Show more • Supports/Interacts with a team of CSRs and collaborates with Team Leaders in all initiatives aimed at driving individual and team performance and attaining individual/team goals specially Quality of Service. • Act as a Subject Matter Expert that helps front-line agents in providing world class customer service to all Mobility clients. • Addresses CSR /Customer concerns, queries, issues, complaints and product information requests.• Conducts a One to One call handling practice session focused around enhancing client experience.• Facilitates product specific huddles for new hire aiding their transition to operations. Show less

• Handle customer inquiries, complaints, billing questions and service requests. Calm frustrated callers, repair trust, locate resources for problem resolution and design best-option solutions.• Provide excellent client experience by anticipating and addressing future needs that the customer may have.• Perform basic equipment, data and network troubleshooting.• Assist customers in making sure their bills are current through soft collection and payment arrangements.