Profile:

-Professional communication (verbal and written), Active listening, and Customer-oriented skills.

-1 year of leadership experience preferred, but not required.

-Microsoft Office (Excel, Word, PowerPoint) skills preferred, but not required.

-Must demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively making customer issues a priority.

-Discretion and confidentiality in all areas pertaining to employees, systems, data, and proprietary information, whether internal or customer specific.

-Understand and embrace the business and call center operations strategic direction.

-Maintain a professional and positive attitude.

-Must be able to perform in stressful situations while keeping composure in verbal and nonverbal forms of communication.
-Always preserve an approachable presence to all employees.

-Act as a role model regarding policy and procedure follow through which includes attendance and personal conduct.
-Dependability

–Punctual attendance is mandatory and required.

Job Description

-Will assume all responsibilities of Call Center Agent to assist with volume when required.
-Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
-Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
-Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
-Become QA certified and complete weekly monitors. Remain compliant on monthly coaching completion goals.
-Create and deliver disciplinary and performance action plans to agents if they are not meeting company expectations.
-De-escalate agent/customer escalations. -Offers new ideas and suggestions for improvement.
-Monitor queues and agent availability.
-Submit trouble tickets for any hardware/software issues and notify leadership.
-Performs other duties as assigned.