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Job Description
- Req#: 3275775
- Monitor and evaluate agent quality and compliance performance.
- Communicate with agents daily.
- Meet monthly key contact center performance metrics and goals for customer satisfaction, quality, and productivity.
- Conducts agent performance management.
- Report, analyze, and resolve operational and customer issues that impact service quality.
- Ensure adherence to all company and client policies and procedures.
- Maintain positive, consistent, and effective communications with staff and the company leadership team.
- Other Duties as Assigned
Summary:
Performs as a VGS Call center supervisor. Lead, manage and coach a team of agents. Monitor and evaluate agent performance, including live call and recorded calls to ensure call center agents meet or exceed client performance requirements. Conducts agent performance management. Handles challenging customers, readily shift priorities, prepare management reports, and lead call center team initiatives while ensuring that service level and quality. You must reside in AL, GA, KY, NM NC, SC, OK, SC, TX, or VA.
Key Job Responsibilities:
Lead, manage and coach a team of work-at-home agents.
Desired Knowledge, Skills and Abilities:
• Ability to communicate effectively
• Ability to coach and develop team members
• Knowledge of Call Center tools such as Aspect WFM, Avaya, and ECIS.
• Desired but not required - Knowledge of TRICARE Strong organizational and strategic planning skills.
• Strong Information Technology skills including proficiency in Microsoft Office (Word and Excel) Advanced writing skillsAbout the company
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