Key Deliverables:
- Provide coaching and feedback to improve presentation and communication skills.
- Collaborate with quality and operations to support training and development initiatives.
- Monitor performance metrics and implement strategies to improve CSAT.
- Lead training sessions and deliver refresher training to ensure consistent performance.
Role Responsibilities:
- Conduct assessments and develop action plans for performance improvement.
- Perform training needs analysis and monitor agent performance against quality standards.
- Coordinate and lead calibration sessions and improvement initiatives.
- Provide guidance to recent hires to enhance communication skills and customer experience delivery.