In handling underperforming team members, I first seek to understand the root cause of their performance issues through one-on-one meetings. I believe in providing constructive feedback, setting clear expectations, and offering targeted training or mentorship to help them improve. It's crucial to maintain open communication and monitor progress, adjusting support as needed. If performance doesn't improve, I follow company protocols for further action, always aiming to balance team productivity with individual employee growth.

Once, a customer was extremely upset due to a billing error. I listened actively to understand their concerns, empathized with their situation, and assured them I would personally oversee the resolution. I collaborated with the billing department to correct the error promptly and followed up with the customer to confirm their satisfaction. This experience reinforced the importance of patience, effective communication, and taking ownership to turn a negative situation into a positive customer service opportunity.

During high-pressure periods, I focus on clear communication, recognizing individual and team achievements, and maintaining a positive work environment. I ensure my team understands the importance of their work and how it contributes to the company's success. Short-term incentives, team-building activities, and regular check-ins help keep morale high. I also lead by example, staying calm and solution-focused, which encourages my team to adopt the same approach.

To meet or exceed KPIs, I start by setting realistic, measurable goals aligned with company objectives. I provide regular training and feedback to ensure my team has the skills and knowledge needed to perform. Monitoring performance metrics allows me to identify trends and address issues proactively. I also encourage a culture of continuous improvement, where team members are motivated to share best practices and learn from each other.

My approach to training and developing call center agents is holistic, combining technical skills with soft skills like communication and problem-solving. I advocate for a mix of classroom training, shadowing experienced agents, and hands-on practice. Continuous learning is key, so I encourage participation in workshops and provide access to online resources. Personalized coaching helps address individual strengths and areas for improvement, fostering professional growth and enhancing team performance.