Team ManagementSupport operation team leaders with coaching and training teams with outlying performance indicatorsCreate action plans accordingly to collected information to improve operation numbersFollow-up on team’s development and provide reports on weekly meetingsLead skill-sharing sessions with tenure agents to underperforming agentsCollect feedback in a parking lot I proposed to clarify gray areas and product questionsTracking team members metricsOrganizational and administrativeSupport team leaders and assistant account managers with various administrative tasks like updating metrics and structuring presentations for weekly and monthly performance review meetingsRequest updating of existing public and internal documentationParticipate in meetings with the client and Teleperformance staffCreation of training resources (Slides, presentations, one-pagers, etc)Lead workflow improvement by collecting and sending feedback to the clientTechnical Support Answer complex queries regarding the product, payments, code and integration coming from the merchants and their developers. Assist phone and chat agents with technical inquiries using an internal chat. Solve troubled tickets, ensuring resolution and taking ownershipCorrectly route escalations to certain teams while making sure of passing all necessary informationHelp onboard new hires providing support as a mentor and reviewing response quality before moving forward