Job Description
**Role Purpose**
Provide supervision to a team of Agents to ensure adherence to Performance Management and Quality Control Processes and Procedures, with the overall aim of achieving key Center targets.
Ensure the continuous improvement of all areas in process scope and compliance with specific Service Level Agreement requirements (where applicable).
Ensure resolution of customer issues.
Provide support to team in decision making to decrease risk of the Company.
**Key Accountabilities**
- Lead team members in assigned process in accordance with Service Level Agreements, completion of assignments, rules, schedules and resolves issues.
Monitor team workflow for accuracy, timeliness and completion.
- Act as first point of contact by providing management of center for functional area and acting as a point of contact for agents, hotels and external departments.
Act as initial escalation point for Center within Health and Safety guidelines.
- Superv...