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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Coaching & Development:
- Provide one-on-one coaching sessions, group training, and performance feedback to call center agents.
- Identify individual and team training needs and develop personalized coaching plans to address skill gaps.
- Monitor agent performance through call evaluations, KPI analysis, and real-time feedback.
- Facilitate workshops and training sessions focused on customer service excellence, communication skills, and problem-solving techniques.
Performance Monitoring:
- Analyze key performance metrics (KPIs) to identify trends, areas for improvement, and opportunities for recognition.
- Develop and implement strategies to enhance agent performance, including call handling techniques, adherence to scripts, and customer interaction quality.
- Regularly review and update training materials to ensure they are aligned with current business goals and customer expectations.