BPO Team Manager/Coach

Responsibilities:

• Facilitate the development of agent performance by conducting individual coaching sessions
• Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
• Communicate and teach product updates, behavior gaps, call drivers or system issues
• Actively participate in weekly/bi-weekly calibration sessions
• Review, validate and approve requests within their authorization limits and take escalated calls
• Build a strong working relationship with teammates and other departments

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)
• At least 1-2 year of experience as a call center/BPO Team Manager supporting an Insurance account
• Excellent communication skills
• Experience in developing talents to its full potential
• Effective commun...