Trains and coaches employees on processes, performance targets, goal achievement, client performance, de-escalation, negotiation, customer service and non-conformities.
February 04, 2020
Demonstrates the core competencies of communication, consultation, ethical practice, and critical evaluation.
December 25, 2019
Maintains and develops training curriculum and tools in order to support training programs throughout Member Services.
December 23, 2019
Prepare, deliver and present quality evaluation reports on a monthly basis, or more frequently if required by the account, for operations and/or client review.
November 30, 2019
Review individual calls and provide appropriate coaching to ensure attainment of set goals, observe employee demeanor, technical accuracy and conformity to company policies.
November 14, 2019
Assists in the planning, coordinating and administering of department meetings and communications and performs other various tasks to meet changing workload requirements.
November 10, 2019
Collaborates with a variety of internal and external stakeholders in order to identify and respond to employee development needs, obtain information required to develop materials, and sustain positive working relationships.
November 09, 2019
Monitor and score interactions routinely in an effort to track Call Center Representatives compliance to quality guidelines and standards utilizing the applicable systems.
November 07, 2019
Development of targeted quality plans and guidelines, which includes developing and implementing a monthly targeted quality plan based on previous results and client or management input.
November 01, 2019