- Auditing calls and sharing feedback to improve customer experience.
- Provide Coaching & Feedback to improve agent performance
- Attending reviews to share weekly results and achievements.
- Understanding the training needs and coming up with appropriate action plans.
- Share daily, weekly and monthly reports with the stakeholders.
- Identify areas of opportunity and develop action plans.
- Perform additional duties as required and or requested.
Desired Candidate Profile
- In depth understanding of softer aspects of call handling
- Ability to train and up-skill resources on delivering brilliant customer experience
- Presentation skills
- Good communication
- Customer Service Attitude
- Conflict resolution skills
- Basic understanding of Audit & Coaching process
- Feedback & Coaching skills
- Analytical bent of mind
- Valuable Knowledge of MS Office
- Interest in Role / Motivation factors
Role: Operations - Other
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations