I worked in a BPO for 2years and 2months and I am managing a team for customer service and we are handling financial account specifically credit card. We are processing application, taking payments, assistance card members about card usage and other bank related stuffs. I am listening to their calls checking if there's a quality process error, why customers calling back, why customers give us a low survey and checking why the agent taking calls too long thatbis not passing our target and do necessary coachings
Also, I am checking their log ins activities for their salary.
Submitting their requests leave and other concerns about their schedule. Whatever concerns or requests of my agents, I will be the one who will process it. I also do emails and meetings for team progress and calibration.
