Coaching - Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills and facilitating the generation of options and action planning.
Performance Management - Demonstrate ability to relate to, communicate with and motivate employees to sustain high performance and quality levels.
Facilitation Skills - Maximize effectiveness of meetings by using processes and methods (such as brainstorming, coaching, problem solving, and process improvement) to identify meeting goals, encourage participation, minimize disruptive behavior and keep focused on task.
Leadership Act as the team lead on duty providing coverage and leadership in the center during off hours and as needed.
Strategic and tactical skills Able to present team results to senior members of operations leadership team detailing overall strategy and tactics to meet goals.
Research and coach agent defects
Effective time management skills - Must be a self-starter able to work an extended shift with limited supervision
Planning - Skilled in determining whether tasks should be attempted, identifying the most effective way of completing the task, and preparing how to overcome unexpected difficulties