Ensure punctuality, productivity, positive attitude, as well as coherence and harmony among team members;Lead team towards achieving a common goal, giving necessary guidance and support;Motivate team members to work under pressure and cope with stressful environments;Perform skill development activities such as training, and one-on-one coaching meetings;Maintain and enhance the company standard of customer satisfaction through empowering team members.Ensure that team results are meeting with accounts’ predefined goals in terms of quality, productivity and KPI’sMonitor agents’ performance through running quality check activities on calls and reporting;Give feedback on employee performance via formal and informal channels;Detect possible performance gaps and address them using suitable techniques.Take necessary actions pertaining under-performing employeesReward good behavior and achievement with recognitionGenerate monthly reports like conformance and adherenceEscalates significant problems to call center management and follow up on progressMonitor and report floor performance on assignment acting as a floor supervisor

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