DUTIES & RESPONSIBILITIES:

Shift Management Function:

• Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
• Implements floor management policies in order to ensure adherence to service level agreements between clients.
• Ensures that CSAs scheduled for the day is accounted for.
• Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit.
• Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function.
• Ensures that coaching and huddle schedules on a daily basis are carried out.
• Ensures CSAs adherence to schedules – shift schedule and off the phone schedules.                 
• Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader.
• Escalates issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.

Quality & Policies/Procedures Compliance Monitoring Function:

• Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors.
• Be able to carry out process related activities within the prescribed turn-around time.
• Ensures that non-compliance errors are coached to CSAs within the turn- around time.
• Ensures that all monitored calls are reviewed within the turnaround time.
• Attends calibrations and alignment meetings with support groups (QA and/ or Training).
• Knows and follows existing internal and external processes of the program
• Be able to carry out disciplinary action documents on a timely manner.
• Ensures that CSAs adhere to work schedule.

Staff Development/Team Building Function:

• Be able to manage and resolve CSAs’ HR related concerns
• Be able to ensure high morale of the team by carrying out team bonding activities.
• Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
• Be able to cascade process/ product updates to CSA on a timely manner
• Be able to do trend/ call handling analysis on CSA’s calls for coaching and action planning.
• Be able to create specific Individual Development Plans for CSAs over a given period of time.
• Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner.