I currently manage a team of 18-20 chat support representatives and below are the key roles of the post:
1. Coach and mentor representatives to ensure that all KPIs are met/exceeded.
2. Monitor day to day transactions and ensure that everyone follows procedures set by the client with the guidance of our QA team.
3. Approve all attendance submissions, pay disputes and other HR related concerns.
These are the priorities, although there are other tasks that takes place behind the scene to help manage the entire team and each individual scores.
