Tabbi

Monitor calls on Communication, Soft Skills, and Process& Compliance Parameters through listening to them (recorded/side-by-side) on the Production floor.
Provide Coaching & Feedback to enhance agents’ performance.
Participate in Calibrations to ensure consistent scoring & feedback delivery approach.
Keep the Stakeholders updated on new process changes/updates, improvement initiatives.
Conduct Compliance, Communication & Process Awareness sessions for new hires.
Support floor Training Initiatives: Resolution & Communication /Vitality Trainings.
Develop action plans for the bottom quartile performers and ensure that they move up the learning curve by means of Special Coaching.
Take initiatives for improving Operations performance.
Develop non-classroom communication and training material.
Conduct Refresher training as per TNA (Training Need Analysis) within assigned processes
Perform job functions within predetermined KPIs/ performance standards.
Review & recommend improvement of training content on a quarterly basis.