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- ...discuss issues and share best practices Responsivble in cascading policy/procedure updates and/or training flashes to the agents/CSRs. Communicate resignations from the team and other agent concerns to HR. Update employee attendance record in Employee Self Service...
- ...when in need of assistance. Staff Development • Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance. • Incorporate personal observations and documented critical incidents in coaching sessions to further...
- ...attendance in meetings with a defined work schedule. Maintain KPIs — measure the success of customer service initiatives and ensure that CSRs are delivering a high level of service that aligns with business goals. Requirements And Skills with CSR experience Ability...