Drives employee engagement across the contact center ensuring employees are receiving training as required, team meetings are being held, one-on-one feedback sessions are being held, and recognition and rewards are utilized on a frequent basis to award positive behaviors.
July 08, 2021
Develop and sustain a team of direct reports who are engaged in delivering the performance required to meet business targets, including coaching and the creation and implementation of training and development plans in an environment with a continuously evolving workforce.
July 20, 2021
Monitor completion of operational effectiveness/compliance requirements outlined in BMOs Policy and Procedures (PandP), and/or any other regulators and other communications as received, to manage risk within acceptable limits.
August 09, 2021
Assist other teams to ensure all project deliverables and outcomes are implemented on time, on budget, and within scope to meet the expectations of the project sponsor and owner.
September 26, 2021
Support training efforts to ensure appropriate new hire training is achieving desired needs and the appropriate handoffs and tracking exist between contact center organization and training organization.
September 27, 2021
Provides guidance and direction to staff, covering all aspects of customer service standards/procedures, ensures adherence to policies and procedures and initiates programs to enhance productivity and customer care.
October 21, 2021
Manages and develops staff to achieve department objectives including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports.
December 17, 2021