Job Details
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Job Description
- Monitor, analyse and provide constructive and objective feedback to CSRs on their transactions
- Provide coaching and feedback session.
- Validate correct knowledge source.
- Drive and steer coaching activities based on service delivery scorecard.
- Execute the pre-defined governance structure.
- Calibrate with relevant stakeholders from T&Q perspective.
- Embody and reinforce the culture and Code of Conduct fostering team spirit.
- Share observations and recommendations for continuous improvement of trainees and tenured CSAs
- Perform CSR duties for a specified period each month or of the year for the relevant channels.
- Proactively offering their support and assistance to all CSAs on the floor.
- Active support in productivity when required by management.
- Attrition risk management (rasing a red flag about possible attrition --> alert, communicate)
- Deliver new-hire and continuous education training ensuring curriculum development, design, and review.
- Create a supportive learning environment.
- Drive and steer training to achieve results consistent with performance standards.
- Provide regular review (individual trainee progress).
- Facilitate transition of trainees from training to work environment.
- Take care of administrative training related functions and logistics.
Job Requirements
- Good Coaching and Monitoring Skills.
- Good Communication Skills.
- Good Problem Solving and Handling Skills.
- Good Presentation skills.
- Good analytical skills.
- Good Knowledge of Microsoft Office (Excel and PowerPoint).
- Interpersonal skills.
- Team oriented.
- Persuasiveness.
- Constant improvement.
- Grow and develop people.
- Motivate and support performance.
- Encourage open dialog and cooperation.
- Drive for results.
