**I. JOB SUMMARY**:
**II. DUTIES AND RESPONSIBILITIES**
1. Provide floor support, learning sessions, coaching & feedback to agents
2. Assists in driving metrics of the team
3. 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 Leadership
5. 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 COMPETENCE**
- Strong understanding of program processes and procedures, terminology and customer service principles.
- English proficiency required, Exceptional listening skills.
- At least 1 year(s) of working experience in the related field is required for this position.
- English proficiency required. Teams require conversational English. This includes the ability to articulate thoroughly through written and verbal English.
- Ability to read and comprehend instructions, short correspondence, and memos in English.
- Exceptional listening skills are a must.
- This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.
- Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast-paced environment.
- Must also have the ability to work in a team environment and be a team player
- Strong analytical, problem solving and general troubleshooting skills
- Strong attention to details
- 3-6 month tenure