• Monitor individual project and overall conversion growth, evaluate causes of inconsistencies; develop and implement solutions immediately
• Implement and evaluate the effectiveness of the following; formulate and recommend improvement to the Sales Manager as deemed necessary:
> Training programs such as enhancement training
> Productivity measures
> Incentive programs
> Work flow/ business processes
• Evaluate call handling issues, develop performance objectives and guide agents in developing effective goals
• Monitor group performance vis-à-vis performance goal, identify concerns affecting performance and provide timely feedback for improvement
• Coordinate closely with QA monitoring and QA training to resolve issues pertaining to the quality of calls handling and escalates to Sales Manager and Technical Support Group for the development of long term solutions
• Prepare reports on call center statistics including monthly and quarterly productivity reports, call processing times, quality scores and attendance
• Handle administrative issues or tasks such as personnel discipline, leaves, promotions and performance evaluation
• Take responsibility in the overall maintenance and safeguarding of the call center facilities, ensure a conducive working environment and implement policies on inventory and maintenance of equipment, furniture and fixtures and others.
