Armed with mental agility & adaptability as well as social & emotional intelligence, I often go the extra mile to achieve agreed upon objectives and bring out the best in people. Employing a growth-mind-set I am quick to share knowledge and seek feedback for continuous improvement, thinking critically and solving problems proactively along the way. • Effective written and verbal communication (English and Afrikaans) • Proficient in Microsoft Office (Word, Power Point, Excel, Publisher and Outlook) • Performance monitoring and following up with agents who have performance issues. • Ensuring my team has an understanding of daily and trended results versus goals identifying agent outliers. • Establishing daily priorities and reviewing the execution of process level plans. • Making real time adjustments based on the day’s performance. • Observing agents to identify and nurture their strengths and weaknesses which in turn create an effective and sustainable team. Ensuring all key performance indicators are consistently met.