• Recommend additional staffing based on shrinkage forecast• Supervise, coach and manage team supervisors and SMEs• Manage the day-to-day performance of the operations team• Conduct performance appraisals for Team Supervisors• Manage delivery of service on the floor and make real-time performance (queues, response times, abandoned sessions, handling time, etc.). Ensure Team Supervisor targets are met.• Provide direct… Show more • Recommend additional staffing based on shrinkage forecast• Supervise, coach and manage team supervisors and SMEs• Manage the day-to-day performance of the operations team• Conduct performance appraisals for Team Supervisors• Manage delivery of service on the floor and make real-time performance (queues, response times, abandoned sessions, handling time, etc.). Ensure Team Supervisor targets are met.• Provide direct leadership, guidance, and support to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues and conflicts Show less

• Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available. • Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and… Show more • Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available. • Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions. • Supervise all agents within their team (eReps; may include Subject Matter experts depending on the account) • Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets • Provide weekly specific performance feedback • Work with the agents to achieve development objectives and performance targets • Conduct performance appraisals for team members Show less

• Provide comprehensive and quality customer care at all times.• Provide appropriate and accurate responses to customer queries.• Responsible for meeting the outlined production goals and targets.• Communicate effectively and efficiently with internal and external customers.• Perform other duties, functions and tasks that are incidental or inherent to my duties, or those which may be required, requested or entrusted to me by my supervisor.• Take escalated… Show more • Provide comprehensive and quality customer care at all times.• Provide appropriate and accurate responses to customer queries.• Responsible for meeting the outlined production goals and targets.• Communicate effectively and efficiently with internal and external customers.• Perform other duties, functions and tasks that are incidental or inherent to my duties, or those which may be required, requested or entrusted to me by my supervisor.• Take escalated issues.• Provide assistance to new representatives on the floor Show less

• Filing of documents.• Typing of documents and bank accounts.• Other tasks: Document back statements, sorting of checks, and process all transactions before the close of business.