Key Responsibilities

1. Team Performance Management

• Drive and improve team performance across Customer Experience metrics, including Customer Resolution Calls (Inbound & Outbound).
• Provide behavioral coaching, conduct root cause analysis (RCA), and implement effective action plans.
• Address performance gaps through targeted coaching, especially for outliers.
• Lead continuous improvement initiatives to enhance operational efficiency.

Weekly Deliverables:

• Ensure coaching compliance, including RCA documentation and action plans.
• Conduct weekly audits and call scrubbings.
• Monitor and analyze team attendance trends using internal tools.

Additional Responsibilities:

• Generate actionable insights to help clients improve products, processes, and policies.
• Prese...