Developing and Implementing Training and Coaching plans based on the agents and clients needs
Coaching Supervisors on how to give constructive feedback, competencies Evaluations
Implementation of performance management program
Improving support quality through internal and customers Feedback
Owner of Customer Experience Metrics : Analyse CE and create individual and/or team Action plans ,driving CE and Presenting numbers and actions to senior manager on weekly basis.
Ensure that Client's Processes and Policy is assimilated and followed by agents
