Responsibilities:

• Protector: Disciplinary responsible for the actions of each team member.
• Evaluator: Following and monitoring the performance of his team members in the areas of: productivity, discipline, process adherence, customer satisfaction, schedule adherence and employee development / happiness.
• Mentor: to guide, teach and help agents by providing individual coaching feedback that focuses on improving the workflow as well as the communication and quality results of the customer support representative.
• Informant: Provide reports to the team and Management regarding the team performance. Responsible of reaching the operational and quality targets as well as communicating them to the team.
• Traffic controller: Taking actions accordingly to the flow within the department (to manage inbound volume, to meet clients’ handling targets, as well as to provide breaks, or ask for overtime).
• Coordinator: Driving and holding regular meetings with the team.
• Compliant: Ensures compliance with company regulations with regards to Data Security and Protection Standards.