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Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards
Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees
Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues
Effectively manage customer escalations
Ensure complete participation and contribution in organization/process level initiatives (e.g. FTR Enhancement, Absenteeism & Attrition control) that may be implemented from time to time to improve quality and efficiency
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