• Manage, advise and monitor team members who provide customer support and complete tasks.• Monitor adherence to predefined KPIs and provide regularly feedback.• Ensure the team is always up to date with any process changes that might have happened or with any customer impacting events.• Create improvement plans for underperforming agents.• Monitor all queues the team was responsible for.• Prepare shift patterns and monthly schedules.

• Manage a team of 15 people.• Lead, inspire and motivate the team members.• Keep great work performance, behaviour and ethics both in the office and afterwards from home.• Care for the health and safety of the people and help them achieve their goals.• Proactively taking important decisions and sharing ideas to fulfill company goals in a better and more efficient way.