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Essential Functions and Responsibilities

- Directs quality control activity for 100% of client deliverables; assists in resolution of deliverable issues.
- Provides leadership to the team of Agents; including development of metrics for performance and productivity and ongoing coaching and skill development.
- Coordinates with Operations and Client Success to ensure business initiatives are being met; collaborates with People Development on call methodology.
- Measures effectiveness of calls, prepare meeting feedback forms through a proper format and monitors the result of stated recommendations.
- Record feedback and to let everyone know about his/hers areas of improvements.
- Should provide information to operations leaders regarding their campaign performance as well as industry trends that may impact their products and services.
- Partners with Training to organize training activities related to agents.
- Identifies and assesses performance to implement continuous improvement in performance and productivity of the agents in line with changing industry trends.
- Provides recommendations to Operations and Client Success regarding deliverable criteria, changes, and issues.
- Facilitates call calibrations and assists with identifying areas of opportunities on agent calls.

Education and Experience:

- Bachelor’s degree or equivalent related experience required.
- Minimum 3 years of Supervisory and/or leadership experience required.
- Minimum 3 years of Quality Assurance and Call Monitoring experience.

Knowledge, Skills and Abilities:

- Seeking someone that can inspire and empower teams.
- Ability to collaborate with others in a productive manner.
- Solid analytical skills; ability to manage large amounts of data in disparate systems, combine data and create spreadsheets, and maintain attention to detail.
- Excellent organizational skills and ability to maintain multitasking over an extended period of time.
- Ability to communicate clearly and effectively verbally and in writing.
- Ability to deliver instructions in a clear and concise manner, providing proper materials and documentation when necessary; encourages growth.
- Attention to detail is a must; however, will need ability to remain flexible as business needs require.

📌 SDR / Sales Hunter (Territory – USA) (India)
🏢 Revvlocity
📍 India