Performance Improvement Coach - BPO

Contract Type: 

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


Click to apply!

Apply Now

Contact Employer

If you are interested in this job, feel free to submit your info to the employer.

+ Other Jobs in Customer Service

+ Other Jobs by HCLTech Sri Lanka