Job Description

Requirements

 Description and Requirements

Functional Responsibilities

Coaching and Development:

  • Supports CE & LS Team Leads with regular and consistent coaching.
  • Reinforces team strengths and creates customized action plans to address areas for improvement.
  • Properly documents development and progress.

Collaboration:

  • Encourages collaboration with other departments to align with company and business strategies.
  • Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.

Operational Review:

  • Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.
  • Provides recommendations for solutions and drives process innovation.

Verint/Training LMS:

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