The purpose of this role is train, coach and evaluate agents interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.
Working at NTT
Training
- Delivers induction, product, systems, and customer experience training to agents
- Deliver refresher training as required
- Creates a training environment conducive to providing the best possible learning experience
- Ensures completion of learning assessments and provides relevant feedback
- Monitors and evaluates agents client interactions against the agreed methodology.
- Identifies areas of strength, development, and process improvements.
- Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system
- Operates within agreed work schedule and meet quality standards independently.
- Remain relevant through call taking and/or listening.
- Do floor walking and agent support during OJT (on-the-job training).
- Facilitate calibration and/or voice of customer sessions.
- Accurately record training and coaching interventions
- Provides feedback on training material updates required
- Provides quality reports per the business unit requirements
