Supervisor/Performance Coach Needed for 4PM-12AM Shift

The Performance Coach manages a team of approximately 12-15 Customer Service/Sales Agents.  They are responsible to ensure that their team members are meeting or exceeding company expectations regarding attendance and performance.  In conjunction with coaching, the Performance Coach must set clear Key Performance expectations with their employees and hold them accountable for their results.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Accountable for monitoring, evaluating, providing follow-up, and coaching agents to meet daily team performance results in the areas of sales/customer service, quality, reliability, punctuality, and team absenteeism

• Devise monitoring schedule in which each representative, regardless of tenure or performance level is receiving proper monitoring, coaching and feedback.
• Consistently manage all resources to maximize operational efficiency within the team

 

ADDITIONAL DUTIES:
• Assists in interviewing, hiring, and orientation of new agents

• Maintains open communication with Floor Coaches

• Conducts pre-shift meetings
• Maintains good working relationship with other areas of the company
• Effectively communicate changes to agents

• Promotes daily customer satisfaction through the thorough resolution of escalated customer issues

• Meeting various deadlines



 

KNOWLEDGE AND EXPERIENCE:
• Strong working knowledge of Microsoft Windows software package including: Word, Excel, PowerPoint, and Outlook
• Strong commitment to providing world-class customer service and sales focus

• Strong leadership skills with the ability to anticipate, accept,

adjust, communicate, coach, and execute changes in a fast

paced, dynamic call center environment

• Ability to assess talent and increase performance with effective

action planning and coaching

• Knowledge of competitive environment

• Team facilitation and training skills

• Knowledge of technological environment of call center metrics (handle time, quality assurance, sales tools)
• Excellent people skills, general business skills, and decision making skills
• Solid organizational and time management skills
• Strong verbal and written communication skills
• Ability to multi-task and effectively set priorities
• Ability to quickly understand and execute verbal and written instructions
• Ability to provide on the job training and active coaching
• Ability to work and operate under pressure
• Ability to work rapidly for long periods of time
• Flexibility to work any schedule
• Excellent time management skills
• Ability to adapt to a changing environment

• Strong negotiation skills

 

QUALIFICATIONS:

• 2-5 years of customer service and/or call center experience

• 1-2 years supervisory/management experience leading teams in a call center environment

 

EDUCATION:

High School Diploma or GED

Some College course work preferred