Responsibilities:

• Support, motivate, evaluate, develop and coach your Agents to continually meet and exceed their individual / team targets.
• Completes regular monitoring’s of your teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements.
• Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
• Professional attitude in interaction with other Departments (WFM, QA, Payroll/HR, etc).
• Follow all steps of TOPS to manage your team and their shift on daily basis.
• Monitoring & coaching your team.