Long Home

Call Center Representative

• Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
• Assist in coaching, developing and motivating agents to provide “world class” customer service and meet all KPIs.
• Facilitate role-playing, objection handling, and sales skill development sessions.
• Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
• Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
• Ensure team compliance of use of appropriate contact tracking technologies.
• Conduct call reviews, side-by-side coaching, and quality assurance coaching sessions.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
• Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
• Perform other related duties as assigned.

Contact Center Training Supervisor