•Ensuring all agents are achieving their daily KPI’s in qualitative metrics;

•Monitoring scoring KPI statistics;

•Isolate and identify areas of improvement on members performance;

•Monitoring daily reports from supervisor

•Provide leadership, guidance and support to the team members

•Manage refreshment & training to agents

•Handle major incidents that cannot be resolved by agents

•Identify & escalate issues to the related teams when out of the scope of this department;

•Finding issues among members which related to productivity and problem-solving;

•Accept and process special requests from customers as per SOPs;

•Interface with customers on refunds, providing explanations and processing;

•Manage recurring meetings with team(s) to review performance;

•Manage routing and payment method enablement as per available inventory defined by SOPs;

•Ensure all cases are solved within required timeframe following the company’s SOPs;

•Report fraud to the company’s risk team;

•Report any product error findings to related product/engineering teams.