What a typical day looks like after I go home with a good feeling: I gave coaching to my agents and made them see the importance of the procedures they are expected to follow, I might have received feedback or coaching myself and took it on board because I like to continuously improve myself as well, the lunch was loads of fun and after that we went to an important meeting with the client to report performance and trends we've spotted amongst the agents and in the cases. At the end of the day I had to deliver bad news to one of my agents, which is the hardest part of the job for me. I always try to improve people and motivate them by focussing on the positive. However, I understand that sometimes it's as important to deliver bad news and I've done this in an appropriate way I've fully mastered this skill. And in this instance again I've showed my skills because the agent took the feedback on board and together we came up with a plan to improve his case handling.
Opportunities to grow
Communication and dedication of (upper) management