Full Time
TBD
TBD
Aug 30, 2019
This position will provide coaching and guidance to a staff of inbound call/email & chat support agents to ensure the corporate methodology is understood and properly implemented. Perform monitoring and assessments of customer phone calls/emails & chat sessions providing feedback to Customer Service agents. Analyze and create corporate quality assurance reports noting trends and making recommendations for improvement/change. Recommend, coordinate and conduct on-the-job training as requested by management. Conduct audits including monitoring agent communication.
Responsibilities:
• Meet with agents to discuss the appropriate ways to express, reinforce, and model expected customer service behavior and explore methods of providing constructive support to Customer Service Agents.
• Develop a prioritization of what behaviors and characteristics need to be improved and communicated to
• Lead calibration sessions with Supervisors, Team Leaders and Subject Matter Experts. To ensure skills are developed for monitoring, evaluating, giving feedback, doing write-ups, and call coaching.
• Identify deficiencies, develop recommendations for review with management, and work with staff to implement needed
• Perform concurrent monitoring/assessment of customer phone calls to determine the accuracy of the response, the telephone presentation skills, and the level of responsiveness provided by the Customer Service Representative towards the
• Perform quality control on written customer
• Provide on-the-spot coaching/feedback to the monitored CSR. Create a positive and supportive environment while addressing strengths and areas for improvement. Work to motivate and develop morale by providing constructive, reinforcing and/or redirecting support and technical guidance in an overall quest to improve the satisfaction level of both the Representative and the customer/caller. Identify training needs for management and provide support with on-the-job training as needed.
• Assess the material and training provided to the CSRs to ensure they have the resources necessary to efficiently and accurately handle customer
• Identify exceptional Agent performance through statistical analysis of presentation and accuracy objectives. Recommend employees recognition perks to management. Work with Supervisors, TL’s, SME’s and management to ensure the Agent’s performance is reflected in the evaluation and in the corporate performance appraisal. Work with management to resolve any performance
• Complete various statistical reports, perform special projects and perform other duties as requested by Management.
Qualifications
• Certified Training Practitioner, Certified Technical Trainer and/or Adult Education/Staff Training Certification is a strong asset.
• At least 5 years of management/supervisory experience in a call centre or operational environment
• At least 5 years of experience in managing a high-performing Customer Experience program
• Advance knowledge of Microsoft Excel/Visio/PowerPoint/Word
• Experience working with Confluence/Jira (Preferred)
• Must be fluent in English Written/Oral
Assets
• Bilingual French and/or Spanish
• Knowledge of automobiles and/or mechanics
Must be flexible to work a rotational shift schedule including Evenings and Saturdays
• Bachelor's/Master’s Degree (Preferred)
Job Types: Full-time
Contact Person: Martin Walsh
Member since: March 12, 2014
Total Job Posts: 0