Manage the Social media Community Managers StaffContinuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelinesConduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needsEnsure agents adhere to schedules and minimize absenteeism of agentsExplains and communicate KPIs / performance measuring parameters for team membersIdentify performance gaps for specific individuals and create action plans to improve performance.Provide opportunity to Reward and Recognize High Performance.Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions takenWork to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.Give technical assistance to agents from his/her team and from other teams if required.Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigationEnsure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfactionRespond effectively to escalate transactions, customer complaints and report escalations.Support the queue if necessaryContinuously monitor, analyze agent related metrics and provide actions for improvements.Enhance self-process knowledge of handling transactions (calls / emails/cases)Keep self-updated on organizational products, offers and processesIntroduce or suggest process improvements by using knowledge and experienceHiring, training, coaching, and leading call center Agents as they provide support for customers.Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by AgentsLeading team meetings, asking questions to better understand the calls Agents are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

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