Job Description
• Excellent verbal and written communication skills and demonstrated use of those skills in a professional role
• 2 to 3 years call center experience
• Additional experience working directly with customers outside a call center environment
• Detail-oriented
• Self motivated to work independently and achieve results during large portions of the day
• Experience with coaching and development
• English + German and other languages like French, Japanese, Italian are plus
Job Duties
• Measure and evaluate the performance of those who come in direct contact with customers (voice calls and written chat/email/case notes/social media interactions)
• Grade all interactions based on a thorough scale appropriate for each medium
• Use call monitoring and audio recording software to evaluate voice call performance
• Identify and forward examples of high quality calls and poor quality calls to leadership team
• Identify performance gaps and root causes including missed customer satisfaction opportunities and create solution alternative for agent coaching
• Partner with management team to deliver feedback regarding customer interactions, including opportunities for improvement
• Prepare and present daily, weekly, monthly, and quarterly call monitor (voice) and chat/email/case notes/social media (written) audit reports
• Assist with the development and training of all new personnel
• Identify quality process, measurement, and customer care delivery opportunities for improvement