Location
El Paso, TX | United States
Job description
- Lead a team of 15-25 entry-level, front-line outreach specialists responsible for outbound/inbound call handling
- Responsible for coaching and developing reports on processes and best practices
- Continue to maintain monthly personal performance metrics
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to representatives regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Manage remote employees as needed.
- Other duties and responsibilities as assigned
Requirements
- 1 + yrs. experience in a call center or outsourced call center agency environment with a thorough knowledge of call center sales
- Proficiency in both inbound and outbound telemarketing
- Proficiency in program set-up, management, and reporting
- Sales experience
- Remote leadership experience
- Excellent customer service
- Excellent verbal and written communication skills
- Proficiency with Excel and Google Sheets
Benefits
As a venture-backed company, Wider Circle offers competitive compensation including:
- $17-$17.50/hour.
- Comprehensive health coverage including medical, dental, and vision
- 401(k) Plan
- Paid Time Off
- Employee Assistance Program
- Health Care FSA
- Dependent Care FSA
- Health Savings Account
- Voluntary Disability Benefits
- Basic Life and AD&D Insurance
- Adoption Assistance Program
- Training and Development
And most importantly, an opportunity to improve healthcare for Americans.
Job tags
Salary
