Taking calls that agents can’t handle and being available when an agent appears to need assistance.
Monitoing compliance with workplace policies and safety objectives
Tracking employee productivity, performance and task completion
Aligning day-to-day activities with targets set by upper management
Creating and maintaining spreadsheets using Excel.
Identifying errors in data entry and related issues, reporting to managers for resolutions.
Compiling and documenting statistical information for weekly reports.
Assessing documents for data errors and immediately made corrections to promote information accuracy.
Making monthly agents' performance KPIs
Motivating employees by outlining opportunities for job progression and bonuses
Equipping staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and underperforming employees in best operational practices
Meeting monthly objectives by providing personalized, friendly and knowledgeable customer assistance
