Lead team in problem identification and resolution, conduct problem solving sessions with team to develop problem analysis, definition and resolution skills Observing and evaluating Agents ‘call daily • Liaise, consult and confer with other team leaders and management team members for determination of team issues and opportunities. • Ensure that the following reports are completed in a timely and accurate manner • Escalate product related technical issues to relevant department for follow up

-Ensure That All CC agent are well inform about Digicel New productand services -Train the Customer Care Agent on New products and services

• Observing and evaluating Agents ‘call daily • Respect daily target set and inform on reasons for not reaching target • Ensure all observations methods are used to monitor and evaluate agents • Liaise with coaching Representatives when coaching are needed for agents • Host/facilitate/participate in calibration sessions with Team Leaders and amongst the QAT on a weekly/monthly basis,

-Give customer information about our various product and services

-Sale Digicel phones -Give information about the product of Sogexpress