First-level manager responsible for the performance, coaching, and development of a team of agents .
Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback/coaching. * Handle and de-escalate calls from highly frustrated or challenging customers. * Conduct regular 1:1 performance reviews and create development plans for team members. * Ensure team adherence to schedules (Adherence) and quality standards (QA Score). * Generate and analyze daily/weekly performance reports (KPIs like CSAT, NPS, AHT) for management review. * Manage scheduling, sick leave and other administrative tasks for the team.
*2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.
* Technical: Proficiency with Workforce Management (WFM) software and advanced reporting/analytics within CRM/ACD systems.
* Skills: Strong leadership, motivational, conflict resolution and data analysis skills.