Pros: great company, great product, excellent management team
I come in to work and I check to see who is logged in and ready to take calls. I walk the floor and remind others to be ready to take calls (as soon as phones turn on) and say hello to everyone. Check my emails and write down a priority list. Check my calendar for what is ahead in the day (meetings, etc.) Open the group chat. Get the NPS results from the previous night and talk to the team about our strong suites and areas of improvement. Pull agents of the phones to coach them, do calibrations, or talk to them on how they can improve. Take escalation calls. Answer questions that other agents might have regarding the product, procedures, and/or policies. De-escalate situations. Finish the daily employee expenditure report. Track all the call logs. Email the team any and all necessary updates, changes, and their daily stats. Go to airblade team to cover their lunch. Problem solve what others can't find solutions to. Keep team motivated and upbeat at all times via emails, or the group chats.