Jim Khaoya

Tracking project performance for all team members and provide constructive feedback. Ensuring overall achievement of team performance objectives, operational performance, schedule adherence and team quality. Monitoring and reporting on project performance, provide feedback and take appropriate corrective action. Providing floor support, handle escalations and ensure that agents’ personal targets and deadlines are met. Providing support and assistance for team members to assist in the development of their skills and knowledge and identifying project training requirements. Providing regular coaching and training on new and existing products and changes to any processes. Overseeing quality, conducting regular quality assessments and leading weekly performance reviews for all agents in the team. Preparing daily individual performance activity reports, incident logs and shift planners to ensure that the statistics are well interpreted to meet the required business standards. Building teamwork, provide the team with appropriate communication and gain their feedback through regular team meetings.