Job Details
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Job Description
- Coaching experience; one-on-one or in a team environment
- Audits representatives' inbound and outbound phone calls, observing performance, techniques, and application of guidelines and procedures.
- Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
Job Requirements
- Experience in Collections, Customer Service or Call Center
- Proven success in call center coaching/mentoring
- Ability to be effective in a fast-paced environment, adapt easily to changing priorities and function well under pressure.
- Self-starter, self-directed, able to work in a structured or unstructured environment
- Skilled in use of Microsoft Office applications and other windows based software
- Analytical, detail oriented, creative thinker, and problem solver
- Extremely organized.
