Assist in the formulation of targets for individuals and teams action plansAnticipate escalation and take over calls when neededMonitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessaryEnsure adherence to policies for attendance, established procedures etcPrepare monthly/annual results and performance reportsPreparing reports and analyzing data to assist management as they determine call center goals

**Promoted**Monitor calls and report data and trends to the management teamGather and track individuals and team progress using a quality tracking data management systemParticipate in client and consumer listening initiatives to discover consumer requirements and expectationsDeliver actionable services to multiple internal support groups as requiredCoaching and follow-up coaching if needed for progress tracking

Provided sales and technical support to customers with various retail concerns, computer, printer and other technical related issuesEnsured that all issues are attended to immediately and courteouslyProvided detailed guidelines on the procedures and actions to take involving complex customer issues.