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.

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.