Contact Center Supervisor
Current- Meeting and exceeding key performance metrics (service level, average speed of answer and abandon rate) and team budget.
- Enhance team and employee culture by supporting corporate and development/team employee engagement activities such as huddles, agent 1x1, team communication, promotions and recognition.
- Ensure team performance meets or exceeds metric expectations. Ensure individual improvement by using all available resources including but not limited to coaching, side by sides, managing performance plans, and holding.
- Improve contact center processes by assisting/leading key initiatives, improving user guides, and effectively communicating to team.
- Maintain strong compliance by meeting training and addressing audit issues.
Feb 2021 - Present
