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 current hires to enhance communication skills and customer experience delivery.