Responsible for coordinating the development and implementation of programs and strategies to improve call center performance. Ensure the achievement of long-term, sustainable performance outcomes within internal and external call centers in Service Operations through performance analysis, performance coaching, and continuous performance improvement.
Develop and improve workflows and business processes within area(s) to improve customer service, decrease operational costs and improve overall quality.
Analyze key performance data trends and develop group and/or individual action plans for Team Leaders and Customer Service Representatives, as needed, in efforts to improve identified performance metrics.
Utilize raw data and observations to translate performance metrics into coachable behaviors; Communicate employee performance of Team Leaders and Customer Service Representatives.
Identify performance gaps, analyze causes and implement the most innovative solution for each individual or group to address gaps; Communicate and hold Team Leaders accountable for sustainable and measurable performance metrics.
Implement and influence coaching effectiveness strategies and sustain its practices; Observe and assess coaching practices of Team Leaders and conduct ongoing coaching sessions based on team’s performance.
Record, track and report all coaching sessions and outcomes; Guide leaders seeking help on specific performance issues.
Maintain the integrity and consistency of coaching practices across internal business unit teams and external vendors.
Facilitate individual CSR coaching as needed based on performance metrics or as requested by Team Leaders.
Promote improved Customer Experience through routine floor coaching.
Identify and share best practices and success stories across teams for accountability of continuous improvement and customer satisfaction through quarterly workshops.
Routinely conduct/support calibration calls and training events to improve leader coaching skills.
Provide support to Team Leaders working through certification for call calibrations and serve as a liaison to support teams.
Bachelor's Degree in related field required.
Four (4) years experience in operational analysis, data analysis, and problem resolution type required.
Two (2) years experience as a Team Leader or related role with proven ability to drive performance through coaching, lead through influence, and translate raw data into user-friendly formats required.
Experience within a call center environment preferred.
Strong organizational, planning, and analytical skills to analyze raw data from quality and call metric tools and present in a user-friendly format.
Advanced experience in operational analysis, data analysis, and problem resolution type activities.
Ability to lead and contribute to Holistic Coaching Plans.
Strong communication and interpersonal skills with the demonstrated ability to actively listen and give coaching feedback to Team Leaders and Managers.
Demonstrated strong leadership skills with the ability to lead through influence.
Must be innovative with a passion for employee development.
Ability to plan, direct, and contribute to process improvement projects.
Demonstrated success with facilitating development and change.
Strong conflict resolution skills.
Proven ability to recognize emerging problems and opportunities in advance and adjust accordingly.
Ability to travel up to 30%, in and out of state.
Other related skills and/or abilities may be required to perform this job.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.