Descripción del empleo
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.
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.
Requerimientos del empleo
Education and / or formal training :
Knowledge, Skills and Abilities :
KSAs Common to All JDs :
KSAs Coach level positions :
learns new methods and technologies easily.
challenges the status quo.