Description

Are you ready to take the next step in your career?

The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Responsibilities

•  Operates within agreed work schedule and meet quality standards independently.
•  Remain relevant through call taking and/or listening.
•  Do floor walking and agent support during OJT (on-the-job training).
•  Facilitate calibration and/or voice of customer sessions.
•  Accurately record training and coaching interventions.
•  Provides feedback on training material updates required.
•  Provides quality reports per the business unit requirements.

Requirements

•  Matric or equivalent NQF.
•  12 months contact centre experience.