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What you would be expected to do;

• Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
• Conduct training/calibration sessions to maintain consistency in customer interactions and process compliance. Accompany evaluations with meaningful and constructive feedback.
• Assess all customer interaction and experience metrics, providing insights on interaction trends, process compliance, and team improvement areas.
• Ensure regular training content development from training needs assessment derived from insights and changing business.
• Work with the management team to identify and deliver positive change and business efficiencies, and highlight operational risks and areas for improvement.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
• Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (one-to-one), highlighting concerns that impact team performance.