Oversee and manage a team of 30 telesupport/ hair coach agents, providing leadership and guidance.
Define, monitor, and enhance key performance indicators (KPIs) across the team, including metrics such as call volume, talk time, customer satisfaction (CSAT), quality of interaction, and retention percentage.
Analyze performance data to identify areas for improvement in KPIs, focusing on CSAT, productivity, and quality.
Take full ownership of day-to-day operations, including telesupport and quality assurance (QA) activities.
Propose and implement initiatives (people/process/technology) aimed at enhancing agent performance metrics.
Collaborate with cross-functional teams, such as technology and content, to drive initiatives and ensure seamless business-as-usual (BAU) operations, including resolving technical issues and managing stakeholder relationships across the organization.
Plan for team shrinkage and optimize resource allocation.
Conduct performance evaluations based on KPIs, provide feedback to team members, and facilitate appraisal processes.
Foster a positive and motivational work culture that fosters productivity and drives desired outcomes.
Ensure comprehensive training and development opportunities for all agents.
