InComm

  • Call Center Coaching Specialist I

    Job Location US-FL-Jacksonville
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

    About This Opportunity

    Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 

     

    The Call Center Quality Coaching Specialist is responsible for the quality review of inbound and/or outbound telephone and email inquiries of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. They will seek lessons learned in new product launches by monitoring and analyzing real-time rollouts through active listening and feedback. They will audit live and recorded phone conversations for compliance with corporate policies, procedures, and applicable regulatory guidelines. They will provide ongoing coaching and feedback with performance improvement reporting.

    Responsibilities

     

    • Conducts quality review of Customer Care call content within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
    • Audits representatives' inbound and/or outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
    • Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
    • Coordinates with department Team Leaders and Managers or designee to ensure appropriate numbers of coaching sessions are performed for each phone representative and to ensure representatives' availability during audit periods.
    • Evaluates and records the quality and performance during each call.
    • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
    • Provides feedback on uniform application of guidelines and procedures.
    • Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.
    • Identifies adverse performance trends and patterns both on individuals and group levels.
    • Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
    • Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
    • Work with Customer Service management team to create a positive work environment conducive to CSR retention and job satisfaction
    • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
    • In periods of excessive call volume, assists by taking inbound customer calls, handling customer emails or assisting with escalation.
    • Participates in meetings and presentations or other designated special projects as assigned by department management.
    • Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
    • Recommends job aides and other tools to assist representatives in improving overall quality of interactions.
    • Read, analyze and interpret common company publications, policy and procedure documents
    • Identify trends based on call types.
    • Heavily monitor and provide feedback on new product launches for both rep performance and process improvements.

    Qualifications

    • Communicate clearly and effectively, orally and in writing
    • Self-motivation, as well as the ability to work in a team environment
    • Demonstrate initiative and work independently with minimal supervision
    • Adapt, with minimal or no advanced notice, to changes in operations, products and work assignment or procedures.
    • Proven success in call center coaching/mentoring
    • Ability to proficiently use all MS Office products
    • Training development experience is a plus
    • Plan and organize work to insure organizational and program goals are achieved.
    • Demonstrate cultural awareness and sensitivity in a variety of contexts.
    • Think proactively, anticipate and identify problems, gather information/data to analyze situations, and develop effective recommendations and solutions

    Qualifications for Internal Candidates:

    • Cannot be under any final corrective actions
    • Employed in current role for at least 6 consecutive month

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

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