• Responsible for managing a team of twenty people from different departments including customer service, accounting, and tech support.

• Analyze calls/chat volumes to manage staff according to rush hours. Understand what was causing a high AHT and find better ways to manage our queue.

• Monitor and perform quality assurance to achieve customer satisfaction. Document any action plan performed and provide coaching to improve agent’s performance.

• Manage escalation and solve problems for difficult customers, negotiating company’s offerings.

• Prepare and deliver training for new hires, including company’s business guidelines, step-by-step procedures, key activities, and best practices.

• Assisting HR, interviewing new candidates and measuring their English proficiency.