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About the Role
- Provide real-time support to assigned agents so they'll perform at their highest level.
- Provide statistical/performance feedback and coaching on a regular basis to each team member.
- Write and administer performance reviews for skill improvement.
- Be available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
- Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
- Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
- Assist managers with the daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or ongoing projects that are important to pro...
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