In my previous role, we faced a sudden increase in client inquiries due to a policy change. I organized daily briefings to ensure my team was updated and motivated. I also implemented a buddy system for new hires to quickly adapt. By maintaining open communication and providing clear guidance, we managed to handle the influx efficiently and maintain high client satisfaction.

I conduct regular training sessions and role-playing exercises to keep the team updated on best practices. I also implement a feedback loop where team members can share successful strategies. Additionally, I monitor calls and provide constructive feedback to help them improve. Recognizing and rewarding outstanding performance also motivates the team to uphold high standards.

I believe in addressing conflicts promptly to prevent escalation. I hold private, one-on-one meetings to understand each person's perspective and encourage open dialogue. I facilitate a resolution by finding common ground and setting clear expectations. After resolving the conflict, I follow up to ensure the issue doesn't resurface and to reinforce positive behavior.

I first identify the root cause of the underperformance, whether it's skill gaps, personal issues, or lack of motivation. I then provide targeted support, such as additional training or mentorship. If the issue persists, I set clear performance goals and monitor progress closely. If necessary, I escalate the matter to HR for further intervention, always striving to maintain a supportive and constructive environment.

I focus on identifying each team member's strengths and areas for improvement through regular performance reviews and feedback sessions. I set personalized development plans with achievable goals and provide ongoing coaching. I also encourage continuous learning by recommending relevant courses and resources. By fostering a culture of growth and recognition, I help team members reach their full potential.