I am currently working onsite as a Call Center supervisor overseeing a group of SMEs/Coaches who are assigned to partner with trainers and team managers in assisting new hires from Day 1 of the training up until they get endorsed to production. My job is to ensure that the SMEs/Coaches are fully equipped with the knowledge and skills they need to help the new hires get successful. I conduct weekly coaching sessions, calibrations, team huddle and assessment of how every member of my team is doing when it comes to supporting the agents. I also do a bi-weekly read out of my team's performance highlighting to our Clients every success and opportunity that we face and discuss action plans to provide a better result. The tools that I use while performing my duties and responsibilities are some of the Microsoft Office Tools like Outlook, Excel, Power Point and Word. I also use Google Tools like Gsheets and Drive.
