You are an exceptional coach, first and foremost. Giving feedback to agents, discovering the underlying reasons of performance problems, and actively coaching agents to correct the flaws you find are your tasks. You hold the members of your team accountable for meeting your high standards (you aren't hesitant to state, "This isn't good, and here's why"), keep the customer experience at the forefront of all discussions, set SMART goals for enhancing performance, and produce feedback that complies with our requirements for feedback. You are not hesitant to take on customer service concerns for yourself, and you have the capacity to become an expert on a given product in order to assist in providing your agents with superior instruction. This is a fully remote position.
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