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