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Location

São Paulo, SP | Brazil

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Job description

About the Role:

First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say "This isn't good, and here's why"), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.

Day-to-Day Responsibilities:

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
• Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listen to team members’ feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high potential team members to build a culture of learning and development in the team
• Suggest and lead team building activities for team motivation

Profile Must Haves:

• +2 years of coaching experience - you've been directly responsible for helping others improve their performance
• +2 years of customer service experience - you have been in a customer-facing position

Your First Days:

30 Days

You become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a better position.

60 Days

You get your first team and immediately set about evaluating their performance and drafting your first SMART goals for each agent to get them hitting targets. You start leaving regular written feedback to agents and get a coaching rhythm going with them.

90 Days

Your team is hitting above 90% on quality metrics. For the agents not hitting, you have a clear plan for how you expect them to get there and by when.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST timezones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.

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Job tags

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Salary