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Performance Coach

Company name
MarketLink, INC

Johnstown, PA

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Job Description JOB SUMMARY: Responsible for monitoring, coaching, developing, and motivating all agents to ensure agents get floor support coverage and answers they need, and also for KPI metrics. Also responsible for managing outbound and inbound calling programs for agents to ensure client and company goals are met. Execute call performance strategies provided by center Performance Managers and\/or Center Director\/Center Manager. Assist with onboarding new agents into the call center. Actively contribute to building and supporting the call center culture. ESSENTIAL JOB FUNCTIONS: \u2022 Engaged on the sales floor each day; Duties to be performed include: daily coaching and monitoring of all agents in the center (including Verifiers), perform side by side evaluations for each agent each week and perform random spot monitoring with immediate feedback. Recorded calls, side by side and spot monitoring are all acceptable means for monitoring and coaching. Floor management is crucial. \u2022 The Call Center Director\/Center Manager and\/or Performance Manager will assign the Performance Coaches specific agents to coach daily, weekly, or monthly or by topic. 100% of focus is on answering call related questions, monitoring and side by side coaching. \u2022 Provide appropriate support, mentoring, and guidance to agents in a sales environment. \u2022 Maximize participation and performance. Promote and increase awareness. \u2022 Monitoring and enhancing performance by identifying strengths and weaknesses with agents. \u2022 Ensures agent adherence to company\u2019s policies and procedures and all telemarketing regulations. This includes the agent handbook, proactively working with agents to ensure attendance metrics are met. \u2022 Executes on the strategies provided to them by the Center Director\/Center Manager and\/or Performance Manager on performance against goals\/accountabilities and provides timely feedback of all agents. Provide timely feedback and recommendations to Center Director\/Center Manager and\/or Performance Manager on sales performance, quality assurance, and training. \u2022 Immediately reports any HR, potential discipline situations, and employee related issues to the Center Director\/Center Manager and\/or Performance Manager. Exceptions to this would include clear violations of company policy such as cell phone use or emergency situations that come up in the center. \u2022 Review QA findings in a timely manner and provide feedback to agents. \u2022 Assist with New Hire Check List, Performance Improvement Plans and any other performance related strategies for agents that are assigned by the Center Director\/Center Manager and\/or Performance Manager. The group of agents could change from time to time to provide broader range of coaching styles to all agents in the center. \u2022 Handle escalated calls for the agent, have total floor awareness, and attend pre-shift meetings. \u2022 Provides positive and effective motivation, coaching and development for all agents. Needs to work alongside our agents. \u2022 Experience with client CRM\u2019s (billing systems, portals, etc.). \u2022 Works with IT\/HelpDesk on technical issues. \u2022 Performs other duties as assigned. Qualifications \u2022 Prefer minimum of one year successful call center experience in a sales or customer service environment. \u2022 Strong initiative; ability to work in a fast-paced environment with multiple projects. \u2022 Team working skills. \u2022 Some College preferred. \u2022 Proven motivation and coaching skills. High Energy! \u2022 Excellent communication and listening skills. \u2022 Ability to effectively interact with employees at all levels of the organization. \u2022 Good organizational\/time management skills. \u2022 Record of professional behavior and ability to handle confidential information. \u2022 Highly dependable\/Good attendance record. \u2022 Demonstrated flexibility and adaptability to change. Additional Information All your information will be kept confidential according to EEO guidelines.

Company info

MarketLink, INC

Company Profile

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