Description RESPONSIBILITIES: Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met Provide appropriate direction and dispute resolution for workplace problems Maintain service levels, key performance indicators and performance management Communicate & report accurate performance metrics to the respective department manager Always promote 'Best Practice'Undertake required administration Monitoring of Agents through call listening and verifying of valid transfers.
Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards Respond appropriately to discipline issues and maintain behaviour.
