As a team leader my main job is to continuously coach and motivate my team to meet KPIs and improve their overall performance and hit targets. I assist them and help them when they are stuck with problems and processes. I provide analytic feedback to the team as well as to my supervisor. I conduct evaluations of my team and coach them on areas that need help. I help in the onboarding of new agents and spend time with a lot of time with them at the start to get them up to speed as quickly as possible. I facilitate motivational games for the team.

Has permission to:

  • View evaluations - agent view
  • Send evaluation feedback
  • Replace calls
  • Add specific call to the evaluation
  • Interaction agent view
  • Self-evaluation