It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
- Reviews agent performance results daily to ensure all goals are met or exceeded
- Analyzes and trends agent KPI/Sales performance
- Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
- Monitors and assesses employee calls to drive performance improvement plans
- Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc.)
- Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
- Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
- Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
- Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
- Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
- Attends assigned Leadership Calibrations
- Assists and tracks agent password resets
- Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
- Administers HR and Department policies as instructed
- Conducts annual reviews/PACS/E-valuation
- Presents his/her team's performance in a business review format either weekly or monthly
- Supports and enforces code of conduct, compliance requirements and procedures, dress code, English only policy, attitude/behavior, integrity and call handling
- Drives teamwork and team performance
- Creates, implements, and supports call center initiatives
- Orients newly assigned members and establishes team mentor/buddies
- Performs other assigned/related duties within the center as directed
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
