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Best Contact Centers in the World - Global Contact Center Masterclass Best Practice Conference Hear from and network with the elite contact center professionals from all over the World. All are 2017 Award Winners! as they share knowledge and information on key areas for contact center managers and executives
• Manage day to day running of the campaign covering all Key Performance Areas • Manage Talk Time through team leaders • Manage attendance through the Team Leaders with the assistance from HR • Develop team leaders with assistance from Training Department • Maintain discipline, recommend and administer corrective action according to policy and procedures. • Ensure team leaders keep proper documentation on all agents in the team. • Responsible for the planning and management of leave rosters in conjunction with the Team Leaders • Provide reporting on all aspects of the campaign, to management on a daily, weekly and monthly basis as directed by the Call Centre Manager • Provide Team Leaders with clear direction through individual/team objective setting Motivation • Create an environment in which the agents can feel motivated and achieve optimum results • Initiate, coordinate and roll-out incentive plans • Coordinate and roll-out of commission targets QA • Ensure adherence to sales processes Training • Coordinate / communicate training sessions • Assist training department in identifying poor performance, as well as patterns and trenPlease Login