Key Duties and Responsibilities:

Provide positive leadership, guidance; coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
Promote an environment of Continuous improvement in line with MOGO call Centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. Provide on-going feedback to help develop and train Agents to improve performance. Support coaching efforts of trainers and supervisors
Conduct regular reviews and give real-time feedback in line with the agent’s performance.
Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language, initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy-in.
Organize and support inform new hire classes on quality processes. Oversee the cross training and up training of Agents.
Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.
Support team leaders in real-time Queue monitoring and managing floor productivity in cases of shrinkage.