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Team & Operations Management

- Lead and manage the daily operations of the assigned campaign.

- Ensure all KPIs set by Management are consistently met or exceeded.

- Assign tasks, set deadlines, and monitor progress.

- Plan and organize shift schedules for team members.

- Maintain adequate daily headcount and notify superiors if staffing is below required levels.

Performance & Quality Control

- Monitor and review agent performance, including call evaluations.

- Motivate and coach agents to achieve targets, identifying training needs for underperformers.

- Recognize and reward high performance.

- Handle complaints, issues, and escalations promptly and professionally.

Administrative & Communication Duties

- Communicate updates on products, services, procedures, and guidelines to the team.

- Report system issues (telephony/CRM systems) within 20 minutes to superiors and campaign representatives.

- Conduct interviews for agent positions when required.

- Develop monthly plans, targets, and KPI achievement strategies.

- Maintain a positive work environment and team morale.

- Respond to correspondence (including emails) within 3 days.

- Monitor attendance and punctuality to ensure compliance with company policies.

- Share daily performance updates with Management via WhatsApp; weekly sales performance updates to clients via email.

- Establish campaign process flows and maintain documentation.

- Use tools such as databases and spreadsheets for data management and analysis.

- Perform additional or ad-hoc tasks as assigned.