Damaris - Team Manager with 7+ years in call center operations

Managed teams of up to 17 agents, overseeing daily operations and performance.

Conducted performance reviews, quality audits, and coaching for performance improvement.

Supervised high-volume call center activities, including quality monitoring and resolving customer issues.

Provided on-the-job training and mentoring to team members to enhance skills and performance.

Coordinate and perform daily huddle meetings to establish what agents should mainly focus during the day based on previous day results., Apply functional and technical skills and knowledge of performance stats to give on-the-job training to team members., Live dials., Production floor assistance., Deliver and explain disciplinary processes and disciplinary process follow up., Motivate and develop agents with innovative recognition techniques to ensure individual and team performance expectations are met., Worked closely with upper management coordinating, assigning and completing daily, weekly and monthly goals., Perform other related duties and projects as required., Coached for performance improvement with emphasis on gaining the root cause of negative behavior., Manage agents attendance, Managed and supervised a team of up to 17 agents.

Managed and supervised a team of up to 17 agents that were responsible for answering Loyalty-Retention/Sales calls., Assist agents with questions and kept agents up to date on processes changes and company updates., Monitoring random calls to improve quality, minimize errors and track all the performance., Keeping an accurate record of all the agents information and performance stats., Used conflict resolution skills to work on irate customer complaints., Supervise day to day operations in a high volume call center environment., Performed quality audits as well developed performance reports to improve performance level., Coached for performance improvement with emphasis on gaining the root cause of negative behavior., Manage agents attendance., Approve the agents hours in Crud and helped make updates if time was input incorrectly., Review and correct UT report.