Supervision and Support: Provide day-to-day supervision and support to a team of Pros.
KPI Monitoring: Regularly review and analyze team and individual KPIs for assigned campaigns.
Coaching and Development: Conduct regular coaching sessions with Pros to provide feedback, address performance issues, and identify improvement opportunities.
Training: Assist in training and onboarding new Pros, ensuring they have the necessary skills and knowledge to perform effectively.
Performance Improvement Plans (PIPs): Develop and implement PIPs for underperforming Pros, providing clear goals and support to help them succeed.
Quality Assurance: Monitor customer interactions to ensure adherence to company policies, procedures, and quality standards.
Escalation Management: Handle escalated customer issues and complaints, resolving them promptly and satisfactorily.
Reporting: Prepare and present regular reports on team performance, trends, and areas for improvement to management.
Team Engagement: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve overall service delivery.
