1.       Critical to Client

2.       People Management/Critical to Operation

3.       Coaching

4.       Report Management

—     Ensure Client promotional and marketing materials activities are properly communicated and executed by agents.

—     Ensure follow up calls on complaints through teams.

People Management/Critical to Operations

—     Recognizes the results of all subordinates

—     Keen monitoring of team members performance.

—     Provision of technical, objective and goal oriented support to the team member

Coaching

—     Actively participates and promotes incentive programs

—     Producing more and more lead requests by coaching team members on various methodologies.

Report Management

—     Implementing strategies devised by manager contact center to strive for perfect up selling and cross selling techniques

—     Conducting market surveys and researches as per guidelines given by the manager contact centre

Other

—     Should be responsible to comply the standards within the company e.g. ISMS, HIPPA etc