Identify individual and team training needs and develop personalized coaching plans to address skill gaps. […]
Facilitate workshops and training sessions focused on customer service excellence, communication skills, and problem-solving techniques. […]
Analyze key performance metrics (KPIs) to identify trends, areas for improvement, and opportunities for recognition.
Develop and implement strategies to enhance agent performance, including call handling techniques, adherence to scripts, and customer interaction quality.
Regularly review and update training materials to ensure they are aligned with...