As current position, I am responsible to ensure quality day-to-day operations

Provide guidance and assist sellers and buyers in marketing and purchasing property for the right price under the best terms
Determine clients’ needs and financials abilities to propose solutions that suit them
Intermediate negotiation processes, consult clients on market conditions, prices, mortgages, legal requirements and related matters, ensuring a fair and honest dealing
Perform comparative market analysis to estimate properties’ value
Display and market real property to possible buyers
Prepare necessary paperwork (contracts, leases, deeds, closing statements etc)
Manage property auctions or exchanges
Maintain and update listings of available properties
Cooperate with appraisers, escrow companies, lenders and home inspectors
Develop networks and cooperate with attorneys, mortgage lenders and contractors
Promote sales through advertisements, open houses and listing services
Remain knowledgeable about real estate markets and best practices

Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
Monitoring and driving performance across your operation, and preparing relevant reports for senior management
Identifying and addressing people issues, and usually having responsibility of adhering to HR processes
Ongoing coaching and Learning & Development of your team
Having meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
Regular meetings with the senior leadership team to ensure that any upcoming news, events and changes are pre-empted and managed accordingly across the business
Identifying any performance issues and coaching needs
Producing reports to show overall contact centre performance
Hiring and training the new agents

Call listening and giving feedback to Agents on how they can improve
Developing a metric for Quality Scores to track individual and team performance
Observing call centre trends
Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)
Ongoing coaching and development of team
Taking call escalations and looking out over your team for when an Agent may need help
Ongoing motivation of your team to ensure a positive mindset and customerfocused attitude remains throughout
Identifying and addressing any people issues, and being a pillar of support for your team members
To make sure that your team know what their objectives are for the day
Providing customer feedback and internal compliance feedback to management
Monitoring and assessing Agent performance against a set of criteria
Giving feedback to Agents on how they can improve
Developing a metric for Quality Scores to track individual and team performance
Observing call centre trends
Preparing reports for management on where the contact centre has improved and where it could improve further