·  Maintain and develop internal support and call center quality standards;

·  Assess support interactions based on internal standards;

·  Accompany evaluations with meaningful and constructive feedback;

·  Discuss and explain feedback with agents in regular meetings;

·  Analyze all customer service metrics and how the support team’s performance affects those KPIs.

·  Create strategies to improve support KPIs.

·  Help agents improve their performance with specific instructions and constant support;

·  Create reports that reflect support performance.

·  Participate in calibration sessions to maintain consistency in internal evaluations.

KPIs: Responsible to measure compliance against established expectations of agent behavior.

Help agents improve their performance with specific instructions and constant support, Monitor customer service performance on the agent and team level.