Coach and Mentor agents with regard to agent specific concerns on performance, training, and career development.
Manage team financials given the targets set by the Account Manager through account metrics
Work closely with agents and other team leads to deliver service level goals.
Meet or exceed team’s contract production and performance metrics.
Meet or exceed client and VXI quality standards.
Build and maintain a skilled, successful, motivated, team of support representatives.
Drive account financials through team utilization, optimal staffing levels, schedule adherence, and expense control.
Meet or exceed Account Manager’s expectations.
Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
Effectively and appropriately interface with Support Services staff to ensure VXI
policies are adhered to.
Assigned to any other responsibility as and when required.
Perform other duties assigned to by the Account Manager.
