Ensure that the team members clearly understand and therefore meet (at minimum) or exceed requirements / expectations.
• Foster a high-performance culture within the team
• Identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Agents’ Individual Performance Contract.
• Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
• Coach and mentor agents as part of their personal and career development, and provide regular and timely feedback to agents on performance.
• Develop and implement a Performance Improvement Plan for agents with performance-related issues (non-performers), and counsel out when deemed necessary
• Develop and build relationships with the Agents, Call Centre Manager and other Supervisor(s) in a manner that is conducive to a high performance, sales culture and collaborative work environment.