*Lead a team of 10-15 call center phone, email and chat representatives.
*Take customer calls, chat and emails when the queue is full to meet clients' targets.
*Attend real-time needs such as call escalations, floor support and call interventions.
*Monitor and control real-time KPMs to satisfy the needs of the program, clients, customers and agents.
*Communicate and teach updates or system issues to ensure agents have the tools they need to maximize productivity and motivate continual improvements in performance.
* Process teammates attendance and salary disputes.
*Handle one on one coaching sessions to all ambassadors in terms of performance progress.
