Create modules and presentations on soft skills and cultural
Monitor calls on Communication, Soft Skills, and Process &
Provides Coaching & Feedback to enhance agent performance.
Analyze Audit data, Compliance, Communication & Process
related data. Prepare & Implement action plans.
Analyze the Coaching / Training needs of the agents & support
them in delivery.
Support floor Training Initiatives: Resolution & Communication
/Vitality Trainings etc.
Develop Action plans and report out the improvement process in
Plan & run campaigns to drive Awareness/Improvements on
Compliance, Communication & Process.