Location:
Contract Type:
Industry:
Performance Improvement Coach - BPO at HCLTech
Applications are invited for all candidates to fill the Performance Improvement Coach - BPO Job Opening at HCLTech
Closing Date : 17/06/2023
Description -
Oversees quality assurance within the Customer Care Center and responsible for training, monitoring and improving Customer Service Representatives’ performance.
Essential Duties and Responsibilities-
- Develop, monitor and analyze scoring metrics for all communication channels including phone calls, email and online chat.
- Set performance goals (department-wide and individual) for each channel.
- Work with reps to ensure goals are met.
- Meet individually with reps to set clear job expectations and give feedback on their performance.
- Research, develop and deliver on-going training and development within the department – new employee training, on-going sales training, product-specific training, etc.
- Work with subject matter experts to develop and deliver New Employee Orientation to the reps.
- In conjunction with the sales & marketing team, identify and develop incentives, contests and motivational materials to encourage sales efforts for specific products or services
