Call Center Operations
Magellan implements a continuous improvement methodology focused on setting expectations, monitoring, evaluation and coaching. Central to this process will be the role of team leaders, who will supervise a group of agents, assigned to specific program or campaign. Shift supervisors continuously monitor campaign/program metrics, and relay summary report to the Team Leaders.
Thank you for reading this post, don't forget to subscribe!Magellan Team Leaders monitor random agent recordings, doing live call barging, assessing e-mails or webchat. On the other hand, the team leaders will continuously monitor agent performance metrics and do appropriate measures to improve on each concern. Team leaders’ responsibilities include:
- Motivating their respective teams, by means of various group bonding activities and/or incentive programs.
- Setting and achieving team goals
- Communicating effectively with team members and stakeholders
- Providing guidance and support for team members
- Managing team performance and providing feedback
- Identifying and addressing team issues and conflicts
- Facilitating team meetings and decision-making processes
- Assigning tasks and responsibilities to team members
- Monitoring progress and ensuring deadlines are met
- Managing and allocating resources for the team
- Continuously seeking to improve the team’s performance and processes
- Encouraging creativity, innovation, and continuous learning within the team
- Representing the team in meetings and presentations to upper management.
Our Technological Infrastructure
Magellan’s technological infrastructure includes a customer relationship management (CRM) system that would accurately, effectively and efficiently monitor and interpret a broad range of performance metrics directly or indirectly related to achieving customer service quality targets and other objectives. Magellan’s management/supervisory team will closely monitor and apply these metrics to continuously improve the performance of each call center agent.
