Job Description
As a seasoned Operations professional, you will serve as a tenured agent and coach team members while enforcing policies and balancing efficiency. You will be the main liaison between training, quality, and operations.
The key responsibilities of this role include:
* Coaching and mentoring new hire 'Agents' during nesting phase on the floor.
* Providing Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes side‑by‑side coaching, Team Huddles, & RCA coaching.
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