We’re hiring.
The Responsibilities:
- Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
- Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
- Conduct business reviews and performance management activities to assist in the agents continuous development.
- Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
- Assist in queue management using the tools available to them and in coordination with the Global Command Center.
- Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
- Attend internal and external calibration sessions and other client meetings.
- Perform administrative and other similar tasks, as assigned.
- Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
- Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
- Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
Qualifications:- At least 2 years experience in Customer Support or Financial
- At least 2 years experience in practical development skills coaching
- Proven experience managing 10 or more employees
- Strong working knowledge of PC based Internet and software applications
- Ability to maintain highly confidential information
- Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
We’re made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!
We want you.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.
The Perks.
- Learning and Development Opportunities
- Career Advancement Opportunities
- Healthcare Benefits
- Group Life Insurance
- Tenure Based Benefits
- Profit Sharing
- Annual Performance Appraisal
- Retirement Benefits