Dec 2020 - Present
Key Responsibilities and achievements:
Handle client communication and/or escalations with guidance and instruction
Track project performance for all team members and provide constructive feedback
Ensure overall achievement of team performance objectives, operational performance, schedule adherence and team quality
Monitor and report on project performance, provide feedback and take appropriate corrective action.
Provide floor support and ensure that associates’ personal targets and deadlines are met.
Provide support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements.
Provide regular coaching and training on new and existing products and changes to any processes.
Oversee quality, conduct regular quality assessments and lead weekly performance reviews for all associates in the team
Prepare daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards.
Build teamwork, provide the team with appropriate communication and gain their feedback through regular team meetings.
Drive the Samasource culture and values within the team.