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Form of workJob Description
Candidates that wish to work from home are required to have:
- DSL or Fiber internet connection
- Webcam for training and continuous coaching
- Own a desktop and/or laptop computer (Macs, Notebooks, Chromebooks are NOT compatible with our software)
- PC must have Windows 10 or 11 w/ 8GB+ of RAM, Intel i5 8th gen processor or newer (i7/i9 also acceptable) or AMD Ryzen 5 3000 series+ processor (AMD Ryzen 7/9 also acceptable), and 200 GB Hard Drive or SSD
- Quiet area set up with no distractions or loud noises
Please DO NOT apply if you do not meet the requirements to work from home!!!
The responsibility of the Development Manager is to help lead and guide a team of customer service professionals. This role’s crucial importance is not only driving daily agent KPI’s (attendance, talk time, handle time, quality, etc..) but is also to help us with creating a mission driven and team-oriented culture that inspires our agents to do their best work!
The Senior Development Manager will work and collaborate closely with the Hiring and Training Manager. They will ensure that the transition to the Call Center from the training class goes smoothly by coordinating a nesting program that involves the rest of our Development Managers. This program will help develop a strong relationship between themselves and the agent.
Responsibilities:
Will be responsible for guiding and leading a team of Call Center agents
Motivate agent growth through consistent agent interactions and coaching sessions
Track team agent attendance
Listening and monitoring agent interactions to help our reps drive the best quality service
Assist our help desk rep with agent questions if necessary (this should be very minimum)
Responsible for making sure each agent utilizes our LMS tool for ongoing training purposes
Responsible for coordinating our Nesting Program with the Training Manager and Floor Managers
Responsible for managing Client QA analysis reports to ensure that we are providing the proper coaching in an efficient and timely manner
This position will be measured by:
Team KPI results
Agent coaching sessions
Nesting program planning and coordination
QA analyses tracker management
ESSENTIAL SKILLS AND EXPERIENCE:
- High School Diploma
- Associate's Degree is a PLUS
- Bilingual is a PLUS
- Call Center Experience
- Excellent coaching and mentoring skills
- Excellent analytical skills
- Excellent planning and coordination skills
- Must be able to speak and read English clearly, professionally, and fluently
- Have good Patience -Attentiveness - Clear Communication - Effective Listening, with each interaction
- Experience working with a PC and be able to maneuver multiple screens simultaneously
- Excellent problem-solving skills
- Ability to distinguish the problems that are presented to determine the kind of solution that is needed
Ability to multitask
Excellent data entry skills
