Team Manager
Current▪Coordinated training sessions for new hires.▪Conducted productivity reports for board meetings and handling payroll for hires, each month.▪Offered 1-2-1 coaching sessions to evaluate employee adherence to procedures as well as come up with solutions to help them improve their working skills.▪Organized team-huddles so that employees can connect with leadership as well as with each other and share useful information and tips on procedures and work-flows.▪Participated in recruitment process as a language assessor for new hires on the campaign. ▪Collaborated with HR and upper management departments on creating ideal candidate profiles for our open roles.▪Called in to act as hiring manager for multiple company projects and select the best fitting candidates for the available positions based on candidate expectations and expertise and business needs.▪Handled customer escalations in order to maintain a satisfactory resolution to issues that aroused with the services provided.▪Maintained communication with campaign partner and offering suggestions for a more efficient handling of customer support.▪Responsible for internal on-boarding/off boarding process in a timely and efficient manner▪Managed the team and achieve targeted goals and KPIs.▪Assigned advisors on live channels based on incoming volumes.▪Processed refunds and goodwill gestures for customer cases.▪Implemented Lateness forms, Discussion records, and conducting Personal Improvement Plans when needed.▪Offered solutions and options for yearly subscriptions in order to maintain customer loyaltyand retention.▪Involved in weekly meetings with the QA department for regular calibration and updates onthe quality of the services provided.
