Job Description:
Responsibilities:
* Presentation Communication Skills: Mentoring and Coaching
* Ability to identify mentor opportunity based on Monitor evaluation.
* Mentoring and training, including team building and morale boosting exercises
* Conduct Huddles pertaining to Top Drivers and Transaction Opportunities observed.
* Conduct one on one coaching with Consultant based on Coaching Model and Coaching process and Huddle Sessions
* Establish the DESIRED outcome and Get the coachee's BUY-IN.
* Create Coaching Log and Document
* Create awareness on the coaching opportunity on Agent-level and Team Manager-level for Quality Advisory.
* Operational Excellence : People Efficiency Metrics and Management (AHT, Attendance - Track / manage team attendance and availability, to ensure high utilization, Shrinkage, Attrition), Client Quality Metrics and Management (NPS, CR, FCR , ASAT/CSAT, Resolve Rate, Quality)
* People management, Performance and Metric Management, Reporting, and Analysis
Qualifications:
Our most successful candidates will have:
* 3 years Manager experience for Sr. Mgr. candidates
* Required to complete daily deliverables and QA Checklist and is expected to have at least 0 absences & 2 Tardiness in a month.
* Expert level familiarity of Operating Systems (Windows 2000/NT, 9x, ME & XP)
* Knowledge of internet technologies (Dial up, DSL, Cable Modem; Hardware & Networking; NIC, Modem; ISP, dialer application(s), email clients, browsers
* Reporting and Presentation: Proficient in MS Excel and MS Power Point
* No existing disciplinary action(DA) or NTE within 1 year
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