Performance Lead - Service Recovery Team
- Maintaining positive relationships with BPOs by establishing a good line of communication between the Team Leads and the company.
- Monitor and analyze KPIs and establish an action plan
- Monitor the daily activities of the BPO and make sure that action plans are being followed
- Create and present performance progress reports for the assigned BPOs
- Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
- Address BPO’s concerns in reference to Quality, Customer Experience, Coaching, and Operations.
- Oversee and administer quizzes and tests to ensure employees have a firm understanding of company policy and guidelines
- Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.