Transcom

Transcom is looking for talented individuals like you to join our awesome team! Be the next XI Champ for our Transcom Bacolod site.

Join our Transcom Family as a XI Champ!

❖ Overarching Role, Responsibilities and Focus (CORE to YOUR ROLE) 1. EFFECTIVENESS: Overall responsibility focused on true Effectiveness and ROI of the various XI Retain work practices back to our global objectives 2. EXECUTION: Oversee execution of the XI Retain work practices in alignment with Retention Client expectations. 3. PERFORMANCE: Increase performance of XI Only Retain and the overall retention call strategy and clear governance model for oversight.

❖ Work Practice Responsibilities and Expectations (HUDDLES/COACHING) 1. Manage monthly XI Retain huddle topics and execution o Topic Alignment: Agree/Collaborate with Comcast VM on Topic and Objective ● When huddle topics are assigned by division the XI Retain Champion needs to align the huddle topic to resolution, top call drivers and key objectives (Opportunities-Actions-Results: agent behavior, KPI impacts &/or Elevations development) to help drive up XI Retain scores. o Content: Support development of content where needed o Preparation ● Huddles: Prepare huddle facilitators on the huddle agenda and huddle deck to effectively transfer knowledge to agents and demonstrate using successful facilitation tactics. ● Coaching: Equip leaders to conduct productive coaching sessions and utilize the catalyst coaching behaviors, to help agent’s better resolve customer issues and improve the customer and employee experience. o Observation: Targeted XI Retain Huddle & Coaching observation of Q1 vs Q4 Supervisors ● Observe delivery and provide relevant and useful feedback to facilitators with the goal to improve agent & TL performance using the Comcast huddle observation form and My Performance tool observing the catalyst coaching behaviors. ● Support Up skilling plans when needed ● Assess and document successful practices, proven tactics & strategies for sharing with other leaders. 2. Support/oversee the “effectiveness” of the huddles o ROI of Objective, KPI targeted and overall XI Retain performance post huddle 3. Share summary of above in monthly Comcast Business Reviews

❖ Work Practice Responsibilities and Expectations (ELEVATIONS) 1. Track/Monitor Elevations activity including submission, responses/completed, communications AND downstream impact to CX o Own the communication and spirit of elevations, bring forward any ideas, documenting, following, and advocating for elevations o Surface roadblocks or limitations in your ability to execute (both internal and external) 2. Confirm/validate and champion the downstream impact and ROI of your elevations

o Financial, CX, Call Reductions and overall VALUE 3. Assess and document successful practices, proven tactics & strategies for sharing with other leaders 4. Share summary of above in monthly CXSO Reviews

❖ Work Practice Responsibilities and Expectations (GOVERNANCE & INTERCONNECTION) 1. Perform intraday/weekly Red Alert monitoring of XI Only Retain Results for immediate mitigation of hot spots 2. Support/Facilitate quarterly development workshops to Team Leads for effective execution of XI Only Retain strategies. 3. Partner with QA to collaborate on analysis of XI Retain disconnection drivers, areas in need or best practice identification 4. Support the Operations team at providing leaders feedback and development on the XI Only Retain work practices, huddles, coaching, training, and content delivery 5. Help align the quality training, ops, and Comcast insights to XI Only Retain goals and expectations 6. Align leaders on performance techniques, improvement, and recognition opportunities.