• Support, guide and monitor agents by working with them on the production floor to ensure they have the right support for calls. • Responsible for running daily KPI reports on agent and communicating them to business manager. In addition will provide instructions to agents on how to achieve the goals provided.• Responsible in payroll process, staffing & scheduling.• Notify and monitor campaign operating targets assigned to agents, providing real time feedback to attain such… Show more • Support, guide and monitor agents by working with them on the production floor to ensure they have the right support for calls. • Responsible for running daily KPI reports on agent and communicating them to business manager. In addition will provide instructions to agents on how to achieve the goals provided.• Responsible in payroll process, staffing & scheduling.• Notify and monitor campaign operating targets assigned to agents, providing real time feedback to attain such targets, both in terms of quantity and quality. Providing disciplinary/performance documentation when necessary.• Provide real-time feedback of Company procedures and ensures agents are inline with Company policy and procedures.• Responsible for meeting and exceeding campaign targets set for each KPI, reviewing and assessing the performance reports and coaching agents to attain such targets.• Attend internal interdepartmental meetings to optimize service operations or the services of their area of responsibility.• Prepare reports on the evolution of their team's in relation to results and the service quality offered. • Advise and mentor agents on how to achieve campaign goals.• Coach each team member a minimum 1 face-to-face coaching sessions per month documenting in the Coach.• Propose and promote motivational activities. Show less

Sales team management, sales promotions, team development and motivation.Search for new inter mediators, and good relationship maintainance between them. Establishment of tasks for the intermediators, and control of their execution.. Enlargement of the sales scope, analysis of the sales staff‘s performance; offering ideas and providing suggestions on their implementation.