Opportunity Description
- Provide floor support, learning sessions, coaching & feedback to agents
- Assists in driving metrics of the team
- Serves as a CP360 ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques
- Taking calls for a certain percentage of the day/week/month as prescribed by Operations Leadership
- Builds relationships and rapport with customers through a conversational and consultative approach
- Provide hands‑on support and guidance to representatives, assisting them when needed in handling complex scenarios
- Conduct regular one‑on‑one coaching sessions to address performance gaps and provide constructive feedback for improvement
- Share insights on observations found during auditing to the Training Department for enhancement of processes and procedures
- Co...
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