Sales Support Team
WM
React
Salary
💰 $25 per hour
Job Level
JuniorMid-Level
Tech Stack
React
About the role
- Drive day-to-day management of quality programs within the organization's contact center and back office service teams
- Provide data analysis, coaching and business solutions to achieve internal quality goals and enhance end-to-end quality of services
- Focus on customer service interactions, set-up and maintenance activities and project services
- Oversee quality activities to ensure success against quality KPIs including inbound call and email customer interactions and service set-ups
- Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents
- Perform ticket audits of each operations team, ensuring proper documentation and workflow per internal procedure
- Conduct audits of services to ensure SOX compliance
- Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement
- Conduct side-by-side monitoring and coaching as requested
- Participate in monthly meetings and calibration sessions with third-party quality vendor
- Analyze results to identify root causes or trends for efficiency and quality gains
- Participate in new hire and skill enhancement training to reinforce behaviors and processes that drive quality
- Collaborate with supervisor and management to drive process improvement and technology initiatives
- Assist in utilizing reporting tools that track performance at department, team and individual level to measure quality rates
- Assist with customer service calls, emails and spec creation as needed for business continuity purposes
Requirements
- Education: High school diploma or G.E.D. (accredited)
- Experience: Two years of relevant work experience
- Call center or customer service experience required
- Ability to work in and/or back-up all incoming call queues for the various segments within the department
- Assist with dispatch when needed
- Ability to cross train and develop others
- Excellent verbal, written and analytical skills
- Advanced typing and computer skills- MS Office (including Excel, Word, Outlook, etc.)
- Ability to multi task and to react well under pressure and treats others with respect
- Identifies and resolves problems in a timely manner
- Prioritizes and plans work activities
- Focuses on solving conflicts and listening to others without interrupting
- Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
- Certificates/Licenses: None required
