We are looking for Team Leaders who can provide not only the superior customer experience but can also demonstrate operational excellence (service level, quality, productivity, policy adherence, etc. Optimize CSRs performance from both a quality and efficiency perspective Provides statistical and performance feedback and coaching on a regular basis for each team member. Address disciplinary and/or performance problems according to company policy. Drive knowledge transfer within the team Roster distribution to achieve the target Provide input/feedback to Management team where required Remain well versed in Call Monitoring policies, procedures, standards and documentation

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