Manage and report on advisor performance
Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
Perform Quality checks and implement measures to improve performance levels and meet objectives
Submit reports on performance of  the assigned advisors
Conduct daily huddles before start of the designated shift
Implement   Contact Centre  critical business processes and suggest improvements
Participate in identification of critical processes, policies and procedures
Communicate and support adherence to the processes, policies and procedures
To implement  motivational programs to keep morale and retention high
Recognize the best performing agents in the teams.
Provide feedback on best performers within the team
Implementation of the   Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.
Participate in the induction of new advisors
Carry out agent training
Participate in the advisor interview process
Hold agents accountable for non-adherence to polices, processes and procedures
Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms
Collate feedback from agents on welfare and services provided by relevant stakeholders
Escalation of concerns with relevant stakeholders
Participate in Contact Centre special projects as required