- Ensure daily service levels are met the bench mark .- Improve the voice of customer metrics (first call resolution / net promoter score / customers’ satisfaction with regards to the customer service rep) - Monitor and provide feedback to a team of 12-16 Agent- Handle calls escalated pass the escalations desk team.- Report and resolve any issues causing downtime.- Answer officer’s inquiries and publish periodic lessons learned to share across the unit.- Analyze daily agent-level reporting to identify opportunities for improvement and for praise to encourage continued positive results.- Handling emergency issues- Set up goals and objective for each Call center agent and to regularly evaluate their performance- Tracking results of internal and external campaigns.- Conduct regular team meetings to communicate new policies and cover refresher training topics as required.- Complete team attendance and payroll data.- Running daily motivation contests and games to maintain enthusiasm and drive competitive spirit on the floor.- Ensure team compliance with required company policies and local regulations.- Run Rewards and Recognition programs to motivate the officers to actively participate.- Achieve service, sales targets as per the business strategies.- Review on the type of sales sold by Call center agents.- Handling escalated cases for the repetitive customers.- Extract daily MIS and referrals.- Daily Review on last Maintainance sent to Central Ops.- Send Monthly Capacity Plan to the region.- Send Monthly Dashboard to the region.- Send Monthly Service indicators to the region- Review on the Monthly agent’s attendance.- Generate Monthly Pay out for the call center