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: \u00b7 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. 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. Provide appropriate support, mentoring, and guidance to agents in a sales environment. Maximize participation and performance.Promote and increase awareness. Monitoring and enhancing performance by identifying strengths and weaknesses with agents. 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. 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. \u00b7Immediately 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. \u00b7Review QA findings in a timely manner and provide feedback to agents. \u00b7Assist 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. \u00b7Handle escalated calls for the agent, have total floor awareness, and attend pre-shift meetings. \u00b7Provides positive and effective motivation, coaching and development for all agents. Needs to work alongside our agents. \u00b7Experience with client CRM\u2019s (billing systems, portals, etc.). \u00b7Works with IT\/HelpDesk on technical issues. Qualifications QUALIFICATION REQUIREMENTS: \u00b7Prefer minimum of one year successful call center experience in a sales or customer service environment. \u00b7Strong initiative; ability to work in a fast-paced environment with multiple projects \u00b7Team working skills. \u00b7Some College preferred. \u00b7Proven motivation and coaching skills.High Energy! \u00b7Excellent communication and listening skills. \u00b7Ability to effectively interact with employees at all levels of the organization. \u00b7Good organizational\/time management skills. \u00b7Record of professional behavior and ability to handle confidential information. \u00b7Highly dependable\/Good attendance record. \u00b7Demonstrated flexibility and adaptability to change. PHYSICAL REQUIREMENTS: Must be able to stand, sit, walk, and be up and down throughout the entire day. Additional Information All your information will be kept confidential according to EEO guidelines.