【Soft Skills】
• Analytical problem-solving skills; linear and logical thinking
• “Walk the talk” leadership style and proven coaching skills
• Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
• Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices
【Technical Skills】
• Microsoft Office application skills, including Outlook and Excel
• Typing 35 wpm as verified by a formal test (50 wpm preferred)
• ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
• Proficiency in a multi-system environment
• Internet and web-based application skills