Job Description
Job Description
Key Responsibilities
1. Team Performance Management
- Drive and improve team performance across Customer Experience metrics, including Customer Resolution Calls (Inbound & Outbound).
- Provide behavioral coaching, conduct root cause analysis (RCA), and implement effective action plans.
- Address performance gaps through targeted coaching, especially for outliers.
- Lead continuous improvement initiatives to enhance operational efficiency.
Weekly Deliverables:
- Ensure coaching compliance, including RCA documentation and action plans.
- Conduct weekly audits and call scrubbings.
- Monitor and analyze team attendance trends using internal tools.
Additional Responsibilities:
- Generate actionable insights to help clients improve products, processes, and policies.
- Prese...
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