We’re an award-winning global outsourcer providing contact center behalf of our global clients. As our employee, your role is vital in achieving and exceeding individual and team targets provided by the company whilst building and maintaining customer relationships and supporting the achievement of company objectives. Collaborating with team members to create a supportive and happy work environment, which fosters individual development and achievement.

A SNAPSHOT OF YOUR ROLE

  • This position is primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans. You will act as the point of contact between Fundamental Capital and Acquire BPO.

  • Organizes various team building activities

  • Gauges agent’s understanding on program updates

  • Implements rewards and recognition programs

  • Ensures open lines of communication for 2-way information flow between leaders and agents

  • Hosts development planning and goal-setting discussions with agents – Campaign Scorecards and KPI’s

  • Implements PIP for agents exhibiting performance challenges

  • Performs teaching-sessions to improve agent technical skills

  • Provides recommendations for agent promotion

  • Handles escalations to ensure customer satisfaction and issue resolution

  • Researches answers to difficult questions posted by agents

  • Analyzes performance data and establishes action plans to improve performance

  • Validates QA evaluations

  • Validates Agent Scorecard data

  • Conducts individual goal-setting sessions with agents

  • Reviews and analyzes trending information to develop action plans

  • Conducts weekly / bi-weekly performance reviews and agent development planning discussion

  • In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc.

  • Tracking and Acknowledgement funds, budget and incentives rolled out to the teams

  • Ensures accuracy of submitted attendance record and schedules of the team

A BIT ABOUT YOU

  • Business Ethics / Modelling Company Core Values

  • Building and Sustaining a Highly Motivated Team

  • Planning, Organizing and Executing

  • Problem Solving / Decision Making

  • Effective Communication

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