PURPOSE OF THE JOB
Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.
KEY RESPONSIBILITIES
To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.To conduct regular 1:1 daily checkpoints and weekly PEPs.Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.To manage the workloads of the team, motivatin...