What We Offer:

• Employee assistance program 
• Health insurance 
• Life insurance 
• Paid time off 
• Paid training 
• Professional development assistance 
• Referral program 
• Tuition reimbursement 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Achieves team performance goals as established by leadership
• Coaches and develops team of sales agents to achieve performance objectives
• With the Operations Leader or Account Leader, prepares and administers Performance Development Plans for sales or service agents as needed to develop agent performance and behavior
• Supervises the daily activity of a team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, sales and/or service techniques and compliancy guidelines are being met
• Handles escalated call disputes between customers and agents
• Issues written and oral warnings or reprimands for schedule adherence, call quality or any misconduct as outlined in employee handbook or campaign guidelines
• Responsible for periodic evaluations on team members (ACTs, QEval, etc.)
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures
• Studies and standardizes procedures to improve efficiency of subordinates
• Maintains harmony among workers and resolves grievances by following the open line procedure as necessary
• Adjusts errors and complaints
• Builds strong relationships with peers, superiors, and team members
• Is open and responsive to consistent coaching, take an active role in performance planning and goal setting
• Acts as a role model at all times, adheres to high ethical standards
• Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development
• Displays flexibility in an environment by championing and embracing change

Requirements:

• Applicant must have flexible hours availability including Saturday and Sunday.  (Campaign is 24/7)
• Ability to multi-task & Resolve Issues quickly
• Leadership experience not required but recommended,  and a quick learner
• Experience in banking or financial industry
• Experience in contact center reporting platforms (e.g. Five9, Verint, Clearview)
• Experience in CallMiner, Verint, Salesforce, Microsoft or other speech analytics software