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Customer Service Agent
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Sherman, TX Sherman, Texas |
About this job
Job Description
This position is responsible for coaching and supporting a team of agents. This position is also responsible for ensuring that service levels, key performance indicator goals and budgets are met on a consistent basis. It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment.
Job Responsibilities
- Analyze performance results and implement departmental improvements.
- Plan for upcoming organizational needs and implement strategies in a proactive manner.
- Ensure departmental operational efficiently according to company policies and procedures.
- Ability to guide individuals toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
- Resolve escalated customer complaints
- Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed.
- Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Responsible for establishing and meeting Key Performance Metrics.
- Compilation of statistical reports regarding employee performance
- Train and develop both current & newly hired team members
- Complete call monitoring sessions on call center agents and deliver effective coaching and feedback
- Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
Qualifications & Skills
- Bachelor’s Degree preferred or equivalent work experience and education.
- Must have a minimum of 3 years leadership experience in a call center environment.
- Excellent written and oral communication skills with a keen understanding of Sales.
- Ability to work efficiently and complete multiple tasks in a high-pace environment.
- Ability to work a flexible schedule that will include some weekends, nights and graveyards.
- Maintain a professional demeanor throughout the day both on the phone and in person.
- Maintain a professional office appearance and work environment at all times.
- Be able to work as part of a team as well as independently as required.
- Excellent work ethic.
- Be able to successfully complete continuing education, related training and all licensing.
- Strong proficiency with MS Office applications (Excel, Power Point, Word, Outlook etc.)
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