It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
• Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Analyzes and trends agent KPI/Sales performance
• Identifies performance gaps and prepare action plans for effective coaching and
performance improvement during one-on-one feedback
• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT
expectations
• Be hands-on and demonstrates a desire to help Global Agents by building effective
working relationships, driving individual responsibility, and accountability, and
contributing to the site's successful performance
• Teaches and improves up-selling and technical skills (i.e. improved call handling,
navigation and Product information research etc)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents
understand changes and are aligned with organizational/site goals
• Plans and conducts team meetings to share information, calibrate knowledge and
performance, and motivate agents to learn and excel
• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets
• Assists, tracks, and coordinates issues with supporting departments, such as IT
(computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime,
attendance tracking, etc.)
• Administers HR and Department policies as instructed
• Conducts annual reviews/PACS/E-valuation
• Presents his/her team's performance in a business review format either weekly or monthly
• Supports and enforces
o Code of Conduct
o Compliance Requirements and Procedures
o Dress Code
o English Only Policy
o Attitude/Behavior
o Integrity
o Call Handling
• Drives teamwork and team performanc
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
