Call Center Trainer
TP
Call Center Operations Supervisor
TP
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop, implement, assess and improve day-to-day operations of inbound call centers to meet and exceed client needs and requirements
- Ensure daily performance metrics are being met or exceeded (quality, service level and schedule adherence)
- Spend ~80% of time coaching and educating agents to improve performance
- Create an environment focusing on fun, enthusiasm and accountability
- Take initiative and create performance improvement plans
- Administer coaching and disciplinary action when appropriate
- Handle internal and client-led performance discussions
- Ensure adherence to policies and procedures (Security, HR, Operations) and communicate infractions to management
- Perform other related duties as required and take calls when needed
Requirements
- College degree preferred or equivalent work experience required
- High school diploma or GED required
- Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
- Solid organizational, administrative, leadership and time management skills
- Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
- Keen attention to detail
- Skilled in determining why and how tasks should be attempted and their effective completion
- Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
- Typing speed of 25 wpm
- Excellent written and verbal communication skills consistent with North American business standards
- Must have availability to work various shifts influenced by current business needs
- Excellent attendance history is required
- Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
- Must be able to take calls when needed
- Soft skills: Process Excellence; Collaboration; Communication; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution Orientation; Entrepreneurship; AI Proficiency; Data Literacy
