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Job Description
Responsible for day-to-day coaching of Engagement Specialists who deal with customer inquiries by phone, in writing, or other customer contact venues. Works with leadership teams to identify problems and improve customer service levels. Communicates company and unit policy, procedures, and practices either orally or in writing to staff, customers, other departments, and/or senior leadership. Resolves routine and/or escalated customer service problems. Responsible for ensuring staff have the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job. Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time, and availability. Writes and conducts performance evaluations; may assist in employment decisions and setting performance goals and objectives; may suggest methods to improve customer satisfaction.
Essential Duties & Responsibilities:
(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)
30% - Coaches a team of 10-20 Engagement Specialists. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and attendance.
20% - Monitors individual calls and provides feedback regarding quality and call handle time
10% - Presents monthly achievement levels and goals to the assigned teams and coaches individual team members to ensure improvement and efficient productivity is achieved.
10% - Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides Engagement Specialist pay rate decisions to each team member during the salary increase process.
10% - Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
10% - Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
5% - Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner.
5% - May perform other related duties and responsibilities as assigned and/or required.
Job Requirements
Job Requirements
Education and/or formal training:
- High School diploma or equivalent related experience.
Knowledge, Skills and Abilities:
KSAs Common to All JDs:
- Fluent in verbal and written English.
- Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Ability to maintain high level of confidentiality and work with highly sensitive data and information.
- Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
- Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
- Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
- Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
KSAs Coach level positions:
- Demonstrated leadership skills to effectively develop and lead a high-performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution, and handling difficult customer situations in a proactive and positive manner.
- Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.
- Demonstrated coaching and counseling skills used to effectively develop high-performing employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
- Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
- Takes on all issues, challenges, and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.
Job ID: HR2021733