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POSITION SUMMARY:This role is responsible for assisting the Consumer Outreach coaches with the day-to-day management of the CO Inbound Agent (SLS804) teams. Responsibilities include daily communication with the coaches regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, department metrics, sales and QA Coaching, etc. This individual will work closely with the CO team leadership and provide support and assistance regarding several special projects. Must have excellent written and verbal communication skills along with the ability to lead and motivate agents.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Act on behalf of CO Coaches when they are unavailable.
2. Provide back up support and guidance regarding employee performance issues for CO Inbound Agents.
3. Process daily reports including agent metrics and numerous push reports.
4. Monitor daily call volumes and react by communicating changing needs with team and OCU.
5. Plan and conduct team briefings as a backup to supervisor.
6. Respond to inquiries from CO department employees for support and assistance with systems, programs and policies.
7. Assist in managing daily workload for projects versus call volume and service level needs as they change.
8. Lead team and provide required support, training and development in the absence of the coach.
9. Assist agents in handling special projects as needed.
10. Conduct trainings regarding simple topics and new programs
11. Coaching agents on sales techniques
This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their coach or management.
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