Customer Experience Specialist
6 days ago
We are seeking an experienced Customer Experience Specialist - Communication Coach to join our team at IGT Solutions.
About the RoleThe ideal candidate will have a strong background in communication and customer service, with experience in training and coaching staff to improve their skills.
As a Customer Experience Specialist - Communication Coach, you will be responsible for providing feedback and coaching to our trainers to enhance their presentation skills. You will also work closely with our quality and operations teams to ensure that our training programs meet the highest standards.
You will possess excellent verbal and written communication skills, with the ability to analyze data and identify areas for improvement. Your expertise in call monitoring, TNI (Training Needs Identification), and implementation will enable you to drive CSAT metrics and launch effective contests and refreshers.
Key Responsibilities:
- Presentation feedback and coaching to trainers
- Liaison between quality and operations teams from a training and development perspective
- Analyze agent performance and provide insights for improvement
- Work with new hires to enhance their communication skills
- Conduct refresher trainings based on TNI and calibration sessions
- Prepare and implement plans to drive CSAT metrics through contests and refreshers
To be successful in this role, you should have:
- A degree in any field
- Excellent verbal and written communication skills
We offer a competitive salary of $60,000 per year, as well as a comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.
IGT Solutions is committed to providing a positive and inclusive work environment that supports the growth and development of our employees. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please apply today
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