Managing Performance & Client Management to make sure service level, CSAT scores , NPS, FCR % are met.
" Devising Performance Improvement plans for new reps and under performers to help them achieve targets thus increasing resource quality and pass percentage
" Conducting regular floor walks and huddles to maintain similar process knowledge levels on the floor
" Auditing of Calls of each individual of the team and give the Real Time Feedback.
" Monitoring the voice of the customer through surveys and other means of communication.