Account Manager
SUTHERLAND
Job Description: Responsibilities: Presentation Communication Skills: Mentoring and Coaching Ability to identify mentor opportunity based on Monitor evaluation. Mentoring and training, including team building and morale boosting exercises Conduct Huddles pertaining to Top Drivers and Transaction Opportunities observed. Conduct one on one coaching with Consultant based on Coaching Model and Coaching process and Huddle Sessions Establish the DESIRED outcome and Get the coachee’s BUY-IN. Create Coaching Log and Document Create awareness on the coaching opportunity on Agent-level and Team Manager-level for Quality Advisory. Operational Excellence: People Efficiency Metrics and Management (AHT, Attendance- Track / manage team attendance and availability, to ensure high utilization, Shrinkage, Attrition), Client Quality Metrics and Management (NPS, CR, FCR, ASAT/CSAT, Resolve Rate, Quality) People management, Performance and Metric Management, Reporting, and Analysis
Egypt : Zagazig
2022-09-12
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