Jimmy Lim 13 connections

- Coordinates with support groups for various operational concerns / requirements.
- Conducts quarterly, monthly, weekly and daily goal setting with Team Leaders
- Reviews and analyzes Weekly and Daily shift performance
- Conducts coaching sessions and monthly performance review with Team Leaders to test root cause analysis, SMART creation of action plan, tracking and measurement of implemented action plans and to facilitate sharing of best practices.
- Attends various meetings to discuss program performance and other issues or concern on a weekly basis
- Observes coaching sessions of Team Leaders with their agents and reviews the coaching logs prepared by the Team Leaders.
- Establishes strong communication activities in the shift to ensure that company policies, announcements and other news are communicated to all.
- Participates in designing various rewards and recognition activities for the program.

- Listens to evaluated calls and validate QA evaluation
- Handles escalated calls to ensure customer satisfaction and issue resolution
- Works with Shift Manager to address operational and administrative issues within the team
- Conducts Goal Setting or Setting of Expectations to new team member
- Conducts Management by Walking Around
- Reviews and analysis daily, weekly and monthly reports to check for performance trending
- Creates various reports to track and analyze team performance
- Provides Regular Coaching sessions to review actual performance
- Prepares quarterly performance appraisal of team members
- Serves as an alternate in managing shift/program in the absence of Shift Manager

- Listens to evaluated calls and validate QA evaluation
- Handles escalated calls to ensure customer satisfaction and issue resolution
- Works with Shift Manager to address operational and administrative issues within the team
- Conducts Goal Setting or Setting of Expectations to new team member
- Conducts Management by Walking Around
- Reviews and analysis daily, weekly and monthly reports to check for performance trending
- Creates various reports to track and analyze team performance
- Provides Regular Coaching sessions to review actual performance
- Prepares quarterly performance appraisal of team members
- Serves as an alternate in managing shift/program in the absence of Shift Manager