You are a great coach, first and foremost. It's your responsibility to provide agents with feedback, pinpoint the underlying reasons of performance problems, and actively assist agents in fixing the flaws you discover. You put the customer experience at the forefront of all conversations, hold team members to a high level (you aren't hesitant to state "this isn't good, and here's why"), set SMART goals for performance improvement, and produce feedback that satisfies our requirements.
top of page
bottom of page