Joseph Remnoel De Jesus`

•Managing and directing the daily activities of Team Support Leads and Process Associates.
•Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all Process Developers and Associates.
•Acting as an information source and answering account related questions, assigning tasks, following up and giving instructions as needed.
•Attending, following up and resolving customer complaints and questions.
•Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
•Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
•Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the Associates can use all lists as required.
•Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
•Preparing and directing schedules, monitoring attendance of Associates, scheduling breaks and shifts as necessary.
•Communicating solutions, successes, and opportunities to the Senior Manager of customer service.
•Practicing and ensuring compliance with that of all the organization’s policies and procedures.