Audit the calls taken by the agents to ensure high quality
Communication and Feedback
Conduct team briefs as scheduled by the work force management team and inline with the weekly
focus agenda set by the Operations Managers.
Ensure regular feedback is given to Agents with regards to action plans that have been set
Reporting and Administration
Track and accurately update operational performance for Agents on a weekly basis.
Compiling and sending reports as required by the business for relevant updates.
Customer Satisfaction
Drive the focus on improving the customer experience on every interaction through call listening,
quality checking, coaching and feedback.
Training the agents
Training the newly inducted agents about the campaigns and regularly interacting with them to
maintain and upgrade the quality of calls
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