**I. JOB SUMMARY**:
**II. DUTIES AND RESPONSIBILITIES
1. Provide floor support, learning sessions, coaching & feedback to agents
2. Assists in driving metrics of the team
3. Serves as a CP360 ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
4. Taking calls for a certain percentage of the day/week/month as prescribed by Operations Leadership
5. Builds relationships and rapport with customers through a conversational and consultative approach.
6. Provide hands-on support and guidance to representatives, assisting them when needed in handling complex scenarios.
7. Conduct regular one-on-one coaching sessions to address performance gaps and provide constructive feedback for improvement.
8. Share insights on observations found during auditing to the Training Department for enhancement o...