Call Center Floor Manager/Compliance Coach
Call Center Floor Manager/Compliance Coach
Job Purpose:
Perform quality monitoring for customer communications including calls, chats, e-mails, and incident records for their team; improving quality results.
COMPETITVE PAY! EXCELLENT BENEFITS PKG, INCLUDING EMPLOYER PAID HEALTHCARE!
Duties:
* Demonstrate the use of behavioral coaching model and deliver feedback
* Coordinate and facilitate call calibration sessions with their team
* Provide feedback to managers
* Facilitate communication and interaction between various departments
* Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in customer experience
* Assist management in making decisions about complex issues or patterns of issues
* Ensure that data is accurate, timely, complete, accessible, and retrievable
* Provide timely and accurate responses to emails
* Assist management with on-the-job training of new employees, as requested
* Maintain confidentiality of sensitive employee, customer, and company data without exception
* Proactively seek ways to improve information and content accuracy, perform quality assurance development testing and maintenance, and create relevant reporting
* Be the first level of customer escalation and ensure that best practices are followed
* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating expectations; planning, monitoring, enforcing policies and procedures
* Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance policies, procedures, and response methodologies.
* Meets call center objectives by estimating requirements; preparing reports; analyzing variances; initiating corrective actions.
* Plans and maintains efficient operations by designing, implementing, and evaluating call center process; developing, implementing, and monitoring policies and procedures; monitoring and analyzing telephone statistics and forecasts; adjusting staffing schedules to match call volumes; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing changes; resolving escalated problems.
* Enhances staff performance by designing, developing, presenting, and evaluating training programs.
Skills/Qualifications:
Customer Focus, Customer Service, Telephone Skills, Developing Standards, Foster Teamwork, Giving Feedback, Managing Processes, People Management, Promoting Process Improvement, Supervision, Emphasizing Excellence
Benefits:
- 100% employer paid health insurance
- Dental insurance
- Vision insurance
- Paid Time Off: 6 days (48 hours) of PTO. An additional 5 days (40 hours) is granted on 1 year anniversary.
- Company match 401(k) eligible at 1 year
- Paid holidays