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Team Leader
3 months ago
Duties and Responsibilities:
Ensure that team members meet productivity standards. Monitor individual team members' statistics for Attendance, AHT, Productivity, and Quality. Recommend and apply corrective measures for team members who do not meet minimum performance metrics. Assign reports or projects to team members as needed. Work with team members to resolve grievances. Meet with team at least once a week to discuss issues and share best practices. Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs. Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.