·         Assisting in the formulation of targets for individuals and teams.

·         Hiring and onboarding new Call Center Agents with CMS Central Manager.

·         Answering questions from staff and providing guidance and feedback.

·         Devise ways to optimize procedures and keep staff motivated.

·         Measure performance with key metrics such as call abandonment, calls waiting etc.

·         Ensure adherence to policies for attendance, established procedures etc.

·         Keep management informed on issues and problems.

·         Prepare daily/weekly/monthly results and performance reports

·         Any other duty assigned by the CMS Central Manager & CMS Heads.