MKO, bewaken van missie kritieke ketens.

-Achieving (preferably over-achieving) Client set KPIs like Csat, IR, FCR, AHT etc.- SMART Coaching Advisors on product knowledge and under-achieving KPIs- Transaction Monitoring, measuring and improving quality (customer/advisor contact)- Meeting SLA with required population- Managing scheduling- Assisting in recruitment process- Strategic seating- Involved in meeting several COPC recommendations and goals on quality, finance, WFM, training, recruitment, processes and documentation.

Assisting Operations, measuring quality, analyzing KPI's and Root causes on specific off target drivers. Creating and delivering OPS calldriver reports (aht / csat), etc and calibrating staff on transaction monitoring.