[Valencia]

Title: Customer service representative
Role: Direct interaction with customers both inbound and outbound via telephone, email, text chat, mail and fax; includes transaction processing using a computer.
Skills: Customer service, communications (voice quality, grammar, and articulation), listening, computer and keyboarding, writing, interpersonal (people skills), multi-tasking, conflict management and telephone etiquette; sales skills needed for some call centers.
Title: Team leader
Role: Support customer service representative in groups ranging from 3 to 20 employees, help agents create professional development plans, communicate call center activities and plans to agents, participate in special projects, monitor calls and provide feedback or corrective action to agents, measure employee performance, support the interviewing process for new hires, assist with difficult contacts, manage attendance and schedules for employees and work with the leadership team on budget and strategy issues.
Skills: management and leadership, data analysis, communications, coaching, professional development, and listening.

Agent evaluation weekly and monthly can be done by a scorecard, which should measure all KPIs. The Agent should be evaluated weekly, the data can be collated by the month end.

Hope this helps.

Valencia Ferrao