Product Project Manager
CurrentDeveloping contact center objectives and goals based on overall organization goals• Monitoring agent processes and the effectiveness of day-to-day activities• Performing training, and coaching contact center agents/ representatives in their day-to-day jobs as they provide customer support• Developing employee morale and decreasing employee turnover• Motivating employees to improve performance and increase productivity• Communicating strategic objectives while ensuring compliance• Guiding agents through difficult issues, angry customers, and complaints• Implementing and leading team meetings• Meeting agent expectations in regard to processes and practices• Providing appropriate tools, technology, and resources to produce quality work• Budgeting and tracking expenses and resources (people, technology)• Collecting and analyzing contact center statistics, identifying contact center trends, and conducting quality assurance (QA)• Preparing performance and KPI reports for upper management• Conducting other tasks and projects related to employee support, customer experience, and contact center operations• Managing objectives, analyzing all center metrics, ensuring that the company and staff meet goals, and providing reliable, efficient support for customers• Ensuring that all employees adhere to the company policies and regulations• Preparing performance reports and reporting any issue to the management• Assessing performances with metrics like out calls, APR, center performance• Providing budget plans and tracking expenses of the call center
