[New Job Opening] Performance Coach (Vendor Support for Call Center) job Vacancy in Remote

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Job Details:
Position Name :
Performance Coach (Vendor Support for Call Center)
Location:
Remote
Job ID :
9c6bee4155be646b
Description : Summary: This is a remote, work-from-home position, responsible for working closely with near shore business process outsourcing (BPO) partners as part of Great Wolf’s Customer Contact Center (CCC). The person in this role will provide coaching to service associates and BPO leads and will help identify trends, issues and gather data to ensure that BPO partners maintain GWL standards and expectations. This role is critical to ensuring that we provide top-notch call center services to our guests, so families can fully enjoy a fun and joyful experience at Great Wolf Lodge!
Responsibilities:
Be a subject matter expert for service associates and BPO leads in real-time, ensuring adherence and achievement of performance standards
Assist with questions in regards to product features, policy, and operational processes to help associates facilitate and ensure appropriate customer resolution
Provide virtual coaching and real-time assistance with BPO SMEs, Leads, and Trainers via remote technology
Collaborate with BPO operations and cross functional teams to ensure execution of ongoing skill development and training of service associates
Collaborate with Workforce Management to ensure proper staffing to meet SLAs, AHTs and productivity metrics
Collaborate with cross functional teams to execute strategies and initiatives to help associates resolve real-time customer questions and concerns
Share best practices for providing best in class customer service
Drive results by engaging, motivating and providing constructive feedback to team members
Communicate any customer sentiment trends or issues to the BPO Operations
Help drive and cultivate a strong and healthy team culture with the BPO Operations
Real-time interaction monitoring of calls, emails, chats to identify customer experience opportunities
Attend weekly BPO business meetings
Required Qualifications:
High School Diploma or GED equivalent required
Ability to work a varying schedule – Performance Coaches share coverage of operation that is open 7a-11p CST seven days a week
Strong analytical skills to identify KPI trends and patterns in a dynamic work environment
Demonstrates an above average attention to detail including excellent written and oral communication skills
Strong administrative, coaching, presentation and organizational skills
Ability to develop rapport with agents, management and guests; ability to maintain strong working relationships
Proficient in Microsoft Office suite
Preferred Qualifications:
Minimum of 3 years in a supervisory role in a direct or matrixed reporting structure, preferably in a contact center environment
Hospitality, Theme Park or Call Center experience a plus
Experience with e-learning platforms
Previous experience working with BPO/vendor partners and/or previous experience with cross functional teams in a remote environment
Proficient with call center technology including: Vonage, Verint Monet, Opera, Salesforce
Home Office / Computer / Internet Requirements:
A private workspace or home office free from distraction
Access to laptop or desktop computer (Chromebooks are not supported at this time)
Minimum System requirements:
Intel Core I5 or Core I7 CPU
16GB DD4 Memory
Windows 10 version 1903
Citrix Workspace App version 1911
IE version 11 and latest version of Google Chrome
Reliable, high speed internet (minimum 25 MB download and 5 MB upload )
Disclaimer : Applicant must check the company profile before joining Bizplusapp.com is no way responsible for any loss.

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