DELL Landing Queue
CONVERGYS
Essential Functions/Core Responsibilities
Responsible for the day to day supervision of a team of call center associates including work and
attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance
metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement
corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator KPIs
and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls, email and chat as needed
Computer Hardware Support
Conduct Team Meetings
Stay current on internal work processes, policies and procedures. Attend required manager
development training
Team Management
o Customer Focus - CSAT Overall Customer Satisfaction
o Quality Decision
o Driving Performance - Ri1, RDR Repeat Dispatch Rate, RAR
Ensuring Accountability and Ownership
Developing Talent
Driving Engagement
Admin Tasks
o LOB driven reports Metrics, Productivity, QA
o Company driven reports Metrics, Engagement, RnR's
Client Calls
o WBR Weekly Business Review
o Staffing Calls
o Productivity Calls
Community Service
April 2016 - October
Team Lead Trainee Onboarding Team Coach