Delivery of team ,service level components, quality and productivity targets & indicators.

People Management, as well as staff development. Operational Management: Managing the floor, adherence to schedule.

Problem resolution.

Monitoring calls, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Training and development of staff. Motivation, leadership for a team and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same.

Contribute for the initial hiring and selecting process of the front line.

Compiling reports on teams performance and customer feedback.

Communicating with team and being a focal point of dissemination of information from management to team and vice versa.

Work very closely with team members to solve customer problems.