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Remote Third Shift Call Center Associate Manager

Company

Valued Relationships, Inc.
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-18
Posted at 1 year ago
Job Description
Overview:
Responsible for the hiring, development, performance and engagement of Care Center Representatives, who deliver compassionate and valued support to VRI’s parents and grandparents. The ASM fosters a collective team culture that emphasizes mutual support and embraces industry and call center best practices. This position serves as a developmental role at VRI and may require participation in other projects and activities outside of the primary Care Center organization.

Schedule:
  • Start time between 8:00pm & 9:00pm EST
  • Sunday, Monday, Tuesday, Thursday, Friday
    • Start time between 8:00pm & 9:00pm EST
Hourly Range: $17.00 - $20.00
Responsibilities:
  • Other duties as assigned.
  • Celebrate and share examples of exceptional client experiences.
  • Assists the Care Center Manager in coaching the team through one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents’ expectations.
  • Enables and motivates team members to deliver exceptional client experiences through ongoing support, development, empowerment, and positive reinforcement.
  • Manage the workload for the floor through effective escalation management, assigning secondary work, ensuring reports are completed, and understanding the Receiver room responsibilities.
  • Assists Care Center Managers with pulling metric data to develop and train team members which can include one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents’ expectations.
  • Able to fulfill all requirement of a care center representative.
  • Leads by example in driving a culture of client centricity and ensures their team is managing daily activities appropriately to create the best employee and client experience possible.
  • Assist Care Center Managers in development and follow through on all performance and coaching documentation.
  • Collaborate with fellow Care Center Assistant Managers and Employee Support to improve the employee experience.
  • Ensures continuous improvement of the client experience by investigating and addressing root causes in a way that benefits the client and the business and assist with client escalations.
  • Partners with Talent Acquisition to identify, interview, and hire qualified Care Center Representatives.
Qualifications:
  • High School Diploma or GED required
  • Experienced at coaching peers or team members to improve performance
  • An energetic pace along with a positive attitude
  • 1 - 3 years of related professional experience
  • Proficient in the use of Word, Excel, Outlook, and PowerPoint
  • Proficient in managing multiple tasks as the same time
  • Strong analytical and problem-solving skills
  • The ability to engage team members and respect them as individuals
  • Self-motivation and the ability to work independently and with teams
  • Excellent oral and written communication skills
  • Excellent influencing skills