Classification: Non-exempt

Description

Contribute to customer satisfaction, retention and growth by ensuring that quality service is consistently delivered to customers contacting the call center. Ensure that call center and other internal teams understand and are trained on the perfect call/email requirements. Identify trends and coach to improved results. Work closely with Call Center Management Team to achieve desired results. Record calls for Group Calibration Sessions. Lead weekly/monthly Group Calibration Sessions.

Essential Functions of this Position

• Capture and evaluate how well call center agents adhere to internal policies and procedures and interact with customers in phone and email interactions.
• Assist with development, design, and implementation of monitoring formats and quality standards.
• Performs call monitoring and provides performance feedback and trend data to agents and management.
• Conduct regular audits, and improve day to day performance through monitoring activities.
• Maintain monitoring standards based on established guidelines.
• Identify reporting trends.
• Verify policy/procedure adherence in call interactions.
• Assist with training and training document preparation.
• Assist with the mentoring and coaching agents in an effort to create a “world class call center.”
• Data analysis, objective scoring, communications, trend and pattern analysis and data presentations.