Ensuring each employee meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance
Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned
Performing root cause analysis and identifying opportunities for helpdesk efficiencies
Address escalations and communicate with client for team and process improvement
Working with the Recruiting Department in hiring qualified candidates
Creating a cohesive team environment through consistent management
Quality monitoring
May provide workforce management
Special project work may be assigned as needed
Job Requirements
Skills, Licenses, Knowledge, Education And Training Requirements
University degree or equivalent required
At least three (3) years relevant leadership/management experience in an ITO setting
At least one (1) year of experience in leading a Deskside/Field Technician team
