Coach - Onsite in Ft. Smith, AR.

Job Summary

Ensure calls are handled professionally. Provide direction and guidance to ensure consistent achievement of key performance metrics. Achieve, measure, report and communicate metric goal attainment for assigned team. Ensure accurate and timely communication of client and campaign issues to Manager Site Operations. Consistently achieve number of call monitoring per week goal and scores for the team. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Perform other duties as assigned including taking front line customer calls as required.

Primary Job Responsibilities

Supervise assigned team to meet or exceed client and corporate goals including Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity. Hire and retain the best agents. Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork.

Position Qualifications

Minimum of 12 to 18 months of call center experience preferably as a product specialist. Demonstrated interpersonal, coaching, and supervisory skills. Demonstrated ability to set priorities and multi-task. Excellent verbal and written communication skills. Good computer skills (hardware, operating systems, Internet). Be Coach Talent+ or Coach Growth Point certified.

Education

Four-year college degree or directly related work experience.

Salary Range

The base pay range for this position is up to $21.63 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.