Job Summary Accountable for New Hire Skills Development and Performance. Ensure close loop planning and implementation is happening from Training phase to Production.
Duties / Responsibilities Develop ELPs specific to what the Client / Agents needs.
Responsible for maintaining the new hire program's efficiency metrics.
Fully implement Ops Daily Rigor and TOPS.
Analyze KPI, identifying issues and trends
Performs Root Cause Analysis and formulates and executes action plans to improve performance.
Coaching Shadow / Development Session for Transition Supervisors.
Assists the CCM in the planning and executing plans created site wide.
Maintain smooth transition / hand off to production team / supervisors. Qualifications : At least 2 years Supervisor / ACCM experience
Strong performance management / TOPS background
Excellent program planning and execution skills
Strong analytical skills; very detail-oriented
Strong decision-making and problem-solving skills
Excellent communication and listening skills
Knowledgeable in call center tools and processes
Proficient in MS Office applications
Excellent people management skills