APIGEE - Senior Associate

Job summary

TLs are responsible to ensure efficient case handling develop TSR skills and foster a collaborative team environment. This contributes to customer satisfaction and operational excellence. They must ensure that each case is handled according to established procedures and that agents follow best practices

Responsibilities

Review all cases in their team at least once a week to ensure that correct practices are being followed. Monitor escalated cases daily ensuring that agents take the necessary actions in a timely manner to de escalate these cases. Ensure that no cases remain without updates for more than 24 hours when in IPGS status. Review and note the FMR based on the FMR process Verify that inquiries and bugs are opened on time and according to quality standards. Early flagging to upper management regarding any performance issues of agents under their supervision. Review RCA reports submitted by operations to understand the root causes of performance issues. 1to1 discussions with the agents based on their performance Conduct performance reviews provide coaching lead meetings and drive continuous improvement. Monitor the Account Team spaces and intervene if the communication is not going in the desired direction Offer feedback and take the necessary actions in regards to Live Soft and Hard Consults FEL meetings Attend the sync with FEL and work on any feedback / improvements / action items discussed with FEL Queue Balance: to review the team queue and reassigned cases based when necessary - along with the QM Ownership: TLs must take full responsibility for the quality of the cases within