Creating purposeful careers as we build the future of contact centre solutions

The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned.

Responsibilities:

Coaching Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)

Client Feedback & Alignment Escalations (Client Journeys) done daily (call analysis of query)

Reporting Weekly reporting of CEO escalations that are analysed Calibration Weekly reports prepared and sent to the Client (every Friday) Biweekly quality reporting to the intern...