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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
Classroom Management/Modules/Up-training/Initiatives/Quality
- Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
- Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
- Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
- Develop materials and conduct Foundation Skills Training (FST) when needed.
- May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
- Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
- Conduct agent interviews to gauge customer service orientation and communication skills trainability.
- Protects the confidentiality of client and adheres to company policies reg...