Russell Masaba Email and Phone Number

• Reporting to the client of the processes involved and operational performance weekly.• Handles Business Support Escalation.• Researches for solution in an escalation presented, meeting outstanding customer satisfaction.• Delivers real time update for new processes and updates to the Director, Operations Managers and Team Leads.• Outlier Management• Employee Engagement

• Supervises 15 – 18 agents.• Responsible for the attainment of client set goals, efficiency targets and overall performance.• Develop all agents through call monitoring, coaching, feedback, and role modeling to address performance gaps and for future career of the agents.• Handles client escalations.• Reports to manager of daily, weekly and monthly performance.

• Assists the Team Lead in coaching and development.• Responsible in real time flagging of the agent’s aux usage.• Handles escalation.

• Responsible in providing one call resolution for client’s customer professionally and in a timely manner.

• Responsible in providing one call resolution for client’s customer professionally and in a timely manner.