Key skills
LeadershipCommunicationCritical Thinking
About this role
Role Overview
- Oversee daily operations and performance of Outreach Specialists
- Manages, coaches and trains staff to meet established performance standards
- Performs regular call monitoring & audits of staff phone conversations
- Monitor phone system and call volume throughout the day
- Handle escalated customer complaints or complex issues
- Communicate and meet with Clients as needed
- Facilitate staff training sessions and support career development
- Monitors staff attendance and performance daily
- Track and report on key performance indicators and service metrics
- Identify opportunities to enhance processes and improve service efficiency
- Coaches and develops staff to address areas of concern
Requirements
- Minimum of 2 years Call Center Customer Service experience
- College degree or demonstrated professional leadership experience
- Excellent verbal and written communication skills
- Detail oriented and well organized
- Demonstrates follow through on assignments
- Effectively navigates telephony and Computer Information Systems technology
- Displays sound judgment and critical thinking skills
- Available to work all shifts / days as needed
- Ability to deliver and receive feedback to include difficult discussions
- Ability to maintain a high degree of confidentiality
- Proficient with MS Office
- Ability to work flexible hours and shifts
Benefits
- Equal Opportunity Employers
- E-Verify users