- Facilitates half-day training daily for agents in Transition Queue. - Provides support during call times of agents during Transition Queue. - Monitors agent performance by listening and rating their calls as per QMT standards. - Coaches agents in order to provide them feedback with their performance, especially those who need more improvement. - Creates and updates report daily to track performance of agents. - Handles remediation classes for those who do not meet the targets for Transition Queue. Acts as Service Lead of agents in remediation as well. |