Aleli L.

Agent:  Provides general information about the company’s products and services to customers.  Resolves any customer complaints and recognizes when complaints need to be escalated to management.  Participates in training sessions to learn about new products and services in order to provide better assistance to customers. Supervisor:  Oversees associates’ performance  Evaluates associates’ general performance according to client based metrics  Coaches associates on company’s and clients’ policies and weekly based evaluation  Managing Performance to Drive Success  Coaching and Mentoring to continuously improve Positive Behavior  Review and Evaluate Performance Reports  Set up individual targets for CSRs and skill level  Keeping Motivation High by adapting leadership style to individual needs  Ensure High Employee Satisfaction  Take Full Responsibility and required action on disciplinary procedures  Meet and Exceed set targets  Promote and Execute motivational activities