Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes […]
Review the performance on the key process metrices and conduct RCA to improve quality parameters […]
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Be part of the discussion between manager and WFM team on forecast and number of agents required […]
Provide feedback and coach the outliers/ low performers to improve their...