Responsibilities
- Assessing, measuring, and enhancing the productivity performance of agents associated with client service delivery and revenue generation.
- Taking charge of team productivity, conducting thorough productivity reviews, and implementing coaching and performance improvement plans.
- Training and motivating agents to consistently deliver high-quality work within set timelines.
- Evaluating performance, coaching agents for improvement, and ensuring performance meets or exceeds set targets.
- Managing the daily attendance of assigned agents to maintain operational efficiency.
- Maintaining regular and effective communication with employees at all levels.
- Creating a positive work environment that fosters good morale, quality work, and high productivity.
- Cultivating an atmosphere that encourages employees to share ideas for continuous improvement.
- Keeping the team aligned with company and client goals and results.
- Taking direct responsibility for decisions made and being answerable for team productivity performance.
- Ensuring the completion and submission of all necessary paperwork and reports accurately and on time.
Requirements
- SME experience or a proven track record as a tenured agent in customer service.
- Proficiency in Microsoft Office, especially PowerPoint and Excel.
- A team player with strong communication, presentation, and task management skills.
- Working knowledge in productivity analysis, customer/client service, and problem-solving.
- Analytical mindset with the ability to multitask in a fast-paced environment and act with a sense of urgency.
Benefits
- Competitive compensation package.
- Exciting career growth opportunities.
- A vibrant and inclusive workplace culture.
Work Arrangement
Remote (Country)
About The Role
- Assessing, measuring, and enhancing the productivity performance of agents associated with client service delivery and revenue generation.
- Taking charge of team productivity, conducting thorough productivity reviews, and implementing coaching and performance improvement plans.
- Training and motivating agents to consistently deliver high-quality work within set timelines.
- Evaluating performance, coaching agents for improvement, and ensuring performance meets or exceeds set targets.
- Managing the daily attendance of assigned agents to maintain operational efficiency.
- Maintaining regular and effective communication with employees at all levels.
- Creating a positive work environment that fosters good morale, quality work, and high productivity.
- Cultivating an atmosphere that encourages employees to share ideas for continuous improvement.
- Keeping the team aligned with company and client goals and results.
- Taking direct responsibility for decisions made and being answerable for team productivity performance.
- Ensuring the completion and submission of all necessary paperwork and reports accurately and on time.
About You
- SME experience or a proven track record as a tenured agent in customer service.
- Proficiency in Microsoft Office, especially PowerPoint and Excel.
- A team player with strong communication, presentation, and task management skills.
- Working knowledge in productivity analysis, customer/client service, and problem-solving.
- Analytical mindset with the ability to multitask in a fast-paced environment and act with a sense of urgency.
Perks that Await You
- Competitive compensation package.
- Exciting career growth opportunities.
- A vibrant and inclusive workplace culture.
Additional Information
- Ready to lead a high-performing team
- Values experience and leadership skills
- Offering a rewarding workplace where you can make a difference
