Senior Training Manager- Contact Center
OSN
About the Job Responsible for the development, training and coaching of all teams to ensure consistency of quality and service levels across all sites, instilling a culture to provide quality care, sales through service, first call resolution, great onboarding experience and win back. To develop tailored programs to improve performance, experience, quality, retention and revenue conversion rates using advanced training techniques and coaching methods. To develop and implement training programs that make the best use of available resources and reduce call handling time. Responsible to accomplish a full leadership and management training and coaching program, in order to develop all service group leadership and management skills across sites. Build and improve training courses and other tools for leadership and management skills. This involves assessing needs, defining gaps and design objectives, coaching techniques and developing methods of assessment. Responsible of digital and e-service team development, to create and design an excellent online interaction and great customer experience training materials. Responsible and understand the importance of digital channels and strategies to transfer knowledge, and ability to enhance live interactions, content, email to drive customer engagement, community...
Egypt : Zagazig
2020-11-27
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