Descripción de la Oferta

Main Duties:
• Responsible for performance management (e.g. setting objectives and reviewing KPIs)
• Identifying areas of underperformance
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve on calls and efficiencies
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Participate in regular calibration sessions (internal & external) to ensure consistency
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction, and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Assists the Manager with the daily operation of the call center to include the agent development, and implementation of staffing, training, and reward/recognition programs.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and Operations standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding Operations, KSP's or employee concerns.
• Understands working under pressure and a solution driven individual
• WFM Tool review - Agent real-time management (breaks, schedule adherence, offline activities) & Intraday volume review
• Must log in to take 1 hour of customer service/collection calls each week

Skills/Competencies required:
• Expert product/service and job knowledge
• Multi-tasking
• Self-motivated
• Communication Proficiency.
• Customer/Client Focus.
• Leadership
• Planning & Organizational Skills.
• Performance Management.
• Problem Solving/Analysis
• MS Office knowledge(Word, Excel, and PowerPoint)

Experiencia Requerida

Educación Superior

Lenguajes