Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Job Responsibilities

• Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
• Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement 
• Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals. 
• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, ) with to-the-point communication
• Able to adapt quickly to changes in workflows/processes/procedures/product features 
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
• Clearly outline current performance drivers of their market and actions to improve 
• Maintain a professional and personable demeanor at all times  

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Qualitifications

• 2nd year college undergraduate or Bachelor's Degree required
• Minimum 12 months of experience in managing a team for contact center service, and minimum 2 years overall experience
• Experience and knowledge in people management
• Excellent Communication skills
• Must know how to handle sales and objections from customers