The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents. This role also includes coaching of 'bottom performers' as assigned.
Responsibilities: Coaching:
Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction. Internal calibration sessions held every two weeks to unpack calls sent to internal staff, score the agent based on analysis, and align all process and quality-related concerns.Client Feedback & Alignment:
Daily escalations (Client Journeys) involving call analysis of queries.Reporting:
Weekly reporting of CEO escalations analyzed. Calibration weekly reports prepared and sent to the Client every Friday. Biweekly quality reporting to the international quality team. Monthly repeat call analysis report and a monthly report on the top ten agents incurring the highest repeats (deep analytical report).Quality Assurance:
Daily quality assessments completed (the number of assessments depends on various urgent requirements). Weekly detailed quality reports and weekly call listening sent by the client for analysis. Calibration sessions (voice of our clients) held every Tuesday, Wednesday, and Friday.Skills & Competencies: Must be a people person.Must be passionate about other people's development and growth potential.Must be comfortable facilitating reports, analysis, and elaborate presentations during training.Ability to present and communicate information effectively.Aptitude for coping with pressures and setbacks.Delivering results and meeting client expectations.Excellent administration skills.Attention to detail.Good verbal communication skills.Excellent adherence and QA scores.
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