1. SKILL DEVELOPMENT
- Leadership and Development Skills.
- Reports and Analytics.
- Microsoft Office Proficient in Excel, Word, PowerPoint and SharePoint.
- Exposed in Root Cause Analysis and prompt on creating action plans and resolution
- Ability to teach and mentor
2. DRIVE PERFORMANCE AND ENGAGEMENT
- Assesses and measures data
- Actions based on facts, glide path for realistic goals and results
- Fosters a performance-driven culture
- Sets high standards and stretch goals
- Real time commendation and rewards of performers.
3. DELIVER THE CLIENT EXPERIENCE
- Coaches to an exceptional experience for every customer
- Effectively uses the tools and processes available to optimize performance on an ongoing basis
- Monitor employee productivity and strategize offline activities to deliver both customer experience and account revenue.
4. TALENT
- Directs, leads, and supervises Customer Service Representative.
- Analyzes performance and behaviors
- Improves skills and capabilities
- Identifies great talent
