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Sutherland Global Services ( Clark )

Program Supervisor for Symantec

-Responsible for ensuring that the group achieves the Service Level Agreement via communication of requirements and regular feedback on performance
-Performs quality monitoring , remote, side by side, of agents and feedback findings
-Provide weekly coaching to all agents discussing goals and performance from the previous week
-Participates in quality calibration sessions ( local and US teams )
-Oversees and tracks downtime on all tools required to perform support
-Oversees and tracks telecoms outage
-Makes sure that action plans are effectively carried out for performance improvement
-Contributes to other projects if requested

Skills & Expertise

Call Center ManagementCoachingPhone Support

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