Customer Service supervisorLola Nena's Inc.

Daily Agent Coaching
Weekly Team Meeting - Briefing of updates, performance, etc.
Monthly Performance Review - Discussion of End of Month performance
Responsible for the customer service operations and employee management functions.
Affirms that key performance indicators (KPI) are met and employees are continuously trained and developed to be able to observe and meet the level of standards set by the company and by the clients as well.
Fosters an efficient process for setting benchmarks and performance criteria with the CS team.
Supervises, manages and utilizes the CS Team Leads to make sure that the entire team is functioning based on applicable policies, rules, ethics, standards and expectations.
Maintains open communication and provides feedback to team members regarding performance improvements, performance competency gaps and follows up on the performance objectives.
Establishes, recommends and implements necessary departmental policies, procedures, workflow, guidelines and manuals necessary for the smooth work flow and productive departmental result.
Analyzes and makes recommendations to the General Manager regarding forecasted metrics versus the actual performance and interpret discrepancies / variances