Supervises/manages activities and performance of the Account Advisor’sHandles employee needed for on-job training and coachingMonitors transactions to ensure that QA standards are metEnsures the Advisor’s KPI’s are met (daily/weekly/monthly)Manages difficult calls by acting as first line of escalationCoordinates, as needed with all supporting function to eliminate any problems affecting the operationsMonitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distributionCoordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targetsLogs and acts on the client’s requestCommunicates to WorkForce any changes to schedules or WorkForce levels on needed schedule changesEnsures that end-user privacy policies are properly implementedPerforms other related dutiesAdhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance with the plan.Conduct process improvement opportunities on all assigned teams in order to maximize efficiencies and quality in service delivery and provide value-added to clients. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employeesCommunicating job expectations; planning, monitoring, appraising, and reviewing job contributions.Planning and reviewing compensation actions; enforcing policies and procedures.Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.Preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.Meets customer service financial objectives by forecasting requirements.Determines customer service requirements by maintaining contact with customers.Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring, and analyzing results; implementing changes.Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

Join Now