.Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.- Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.- Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.- Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.- Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.- Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.- Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.- Customer Insights: Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.- Escalation Support: Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.**Responsibilities**- Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.- Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.- Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.- Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.- Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.- Continuous Improvement: Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.- Team Building: Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences