Call center Assistant

What You’ll Be Doing

• Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties. This Assistant Leader drives performance by demonstrating leadership skills and supplying immediate help to a group of team members.
• 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