Job Description
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. Monitors individual calls and provides feedback regarding quality and call handle time.
Key Responsibilities:
- Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
- 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.
- Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
- Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
- Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner.
- May perform other related duties and responsibilities as assigned and/or required.
Job Requirements
- Fluent in verbal and written English.
- Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Ability to maintain high level of confidentiality and work with highly sensitive data and information.
- Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
- Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
- Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
- Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
- High School diploma or equivalent related experience.
- Service/engagement center experience. Two years supervisory experience, preferred.
