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Position: Performance Manager
Department: Senior Management
Reports To: Senior Manager - Contact Center
Senior Vice President - Contact Center
Number of Openings: One
As the performance Manager, you will gather and analyze cross-functional performance data, present statistical performance analysis and recommend solutions. Identify, report and resolve work place impersonal barriers to performance. As the performance manager, you will set performance objectives and update as necessary and lead, develop and inspire your team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Hiring, training, coaching, and leading Customer Acquisition Specialists as they provide support for customers.
Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members is achieving desired service levels and taking corrective action, as needed.
Assists in other functions as needed.
Superior interpersonal skills and professionalism
Proven leadership skills
Quick learner and able to retain a lot of information at once (as this person would have to be an expert in all internal departments)
Able to adapt to changing work conditions and SOPs
Highest level of understanding of company programs, policies, services and products
Excellent oral and written communication skills
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
Exceptional spoken and written English skills
Demonstrates critical thinking ability
Effective Team Player!
Highly organized and adept at multitasking
Consistently high performance
If you are interested in applying for this position, please email your resume to Eusezhann Charles-Wilson, Senior Center Manager at firstname.lastname@example.org no later than Wednesday 25th August, 2021 at 12:00PM.