POC / SME

• I served as Team Lead.
• Coached and touch-based interaction with a team member
• I monitored the phone queue as well as the chat queue.
• I double-checked all trackers.
• Every week, I drafted a schedule for the team.
• Educated new hires on product knowledge
• Participated in client meetings, providing insight and updates.
• Weekly calibration with managers and clients
• Checked on Team Attendance
• I audited tickets and listened to calls for quality assurance.
• Metrics were monitored and feedback was provided to the team to ensure that it was met every time.
• Helped the team by answering questions and assisting with the tools.