日本と海外をつなぐクラウドソーシング

Teleperformance

Team Leader

2013/12～ 2015/09

• Serves as mentors and coaches to the reps on the floor and act as a first point of escalation for client specific issues. Serves as a backup point of escalation when Subject Matter Experts are not available.
• Maintain a high level of proficiency with regards to client’s services, policies and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client specific information. Provide clarifications and guidance to enhance client specific understanding.
• supervise all agents within the team
• Monitor the agents on the floor
• Provide weekly specific performance feedback
• Work with agents to achieve development objectives and performance targets.

Taking You Forward

Team Leader

2013/05～

• Motivate and inspire the team to go beyond their potential.
• Improving the team and facilitating the communication among the members of the team.
• Meeting and exceeding departmental objectives including targets.
• Monitoring, organizing and coaching the team on a day-to day basis.
• Ensuring that the employees should follow their team schedule as it should be.
• Striving for new ways to continually boost performance and or productivity and provide opportunities for growth.
• Handling escalated request, complaints, questions, and queries as necessary.
• Floor support, management by walking and providing a positive environment for agents to close a sale.
• Handle the queue when necessary.
• Ensure that the fresh sales from agents are handled and assisted.
• Review and assist customer escalated calls from sales; billing and technical department.
• Take in calls to save complaints against agents.
• Monitor the queue.