Mordicks95

First level manager responsible for the performance, coaching, and development of a team of agents . Tasks Monitor agent performance in real time (calls, chats, ticket metrics) and provide instant feedback/coaching. * Handle and de escalate calls from highly frustrated…

First level manager responsible for the performance, coaching, and development of a team of agents . Tasks Monitor agent performance in real time (calls, chats, ticket metrics) and provide instant feedback/coaching. * Handle and de escalate calls from highly frustrated…

An impartial role focused on monitoring, scoring, and analyzing agent performance to ensure consistency, accuracy, and adherence to company policies and legal compliance standards. Tasks Conduct objective evaluations of recorded and live calls, emails, and chat interactions using a standardized…

First level manager responsible for the performance, coaching, and development of a team of agents . Tasks Monitor agent performance in real time (calls, chats, ticket metrics) and provide instant feedback/coaching. * Handle and de escalate calls from highly frustrated…