Pros: learning experience
Cons: very streesful at times
• Dealing with escalations
• Making sure that team measures are met at all times.
• Coaching and training of agents if training is required.
• Analyse stats and do daily, weekly and monthly report.
• Compiling of Disciplinary report and send to relevant stake holders
• Managing a team of 10 agents
• Quality assessing and monitoring of stats
• Building – more... a successful team
• Analysing trend and addressing tem – less