.At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.**Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.****I. JOB SUMMARY**:**II. DUTIES AND RESPONSIBILITIES 1. Provide floor support, learning sessions, coaching & feedback to agents2. Assists in driving metrics of the team3. Serves as a CP360 ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.4. Taking calls for a certain percentage of the day/week/month as prescribed by Operations Leadership5. Builds relationships and rapport with customers through a conversational and consultative approach.6. Provide hands-on support and guidance to representatives, assisting them when needed in handling complex scenarios.7. Conduct regular one-on-one coaching sessions to address performance gaps and provide constructive feedback for improvement.8. Share insights on observations found during auditing to the Training Department for enhancement of processes and procedures.9. Collaborate with Management to develop and implement strategies for continuous improvement.10. Follows all applicable policies, standard operating procedures (SOPs) and work instructions (WIs).11. Handles sensitive and private information in accordance with procedures and regulatory requirements.12. Monitor and evaluate calls as prescribed by client requirements to ensure adherence to Quality Scorecard and standards.13. Meet the required number of calls to be evaluated.14. Conduct internal and external calibrations (where applicable) to stay aligned with client expectations/variance and Operations.15. Hold Coaching Clinics with agents when trends are identified and need to be addressed.17. Completes other tasks as deemed appropriate by supervisor.**III. REQUIRED SKILLS AND COMPETENCE1. Strong understanding of program processes and procedures, terminology and customer service principles.2. English proficiency required, Exceptional listening skills.3. At least 1 year(s) of working experience in the related field is required for this position.4