hiring and interviewing staff, administering pay, benefits, and leave, and enforcing company policies and practices.

search out, gather, handle, and prioritize customer needs and wants.

Job design, recruitment, employee relations, performance management, training & development and talent management.

To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.Delivery of team sales, service level components, quality and productivity targets… Show more To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.Delivery of team sales, service level components, quality and productivity targets & indicators.People Management, including all HR related issues, as well as staff development.Operational Management: Managing the floor, adherence to schedule.Ownership and problem resolution.Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.Training and development of staff.Motivation, leadership for a team of 17 and developing future leaders.Recommendations for product and process development based on customer feedback and analysis of the same.Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line.Compiling reports on team's performance and customer feedback.Communication and being a focal point of dissemination of information from management to team and vis versa.Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management. Show less