First-level manager responsible for the performance, coaching, and development of a team of agents .
Tasks
Monitor agent performance in real-time (calls, chats, ticket metrics) and provide instant feedback / coaching.
- Handle and de-escalate calls from highly frustrated or challenging customers.
- Conduct regular 1 : 1 performance reviews and create development plans for team members.
- Ensure team adherence to schedules (Adherence) and quality standards (QA Score).
- Generate and analyze daily / weekly performance reports ( KPIs like CSAT, NPS, AHT) for management review.
- Manage scheduling, sick leave and other administrative tasks for the team.
Requirements
2+ years of successful experience as a Call Center Agent, with demonstrated leadership ability.Technical : Proficiency with Workforce Management (WFM) software and advanced reporting / analytics within CRM / ACD systems.Skills : Strong leadership, motivational, conflict resolution and data analysis skills.