Full Time
Call Center – Stay At Home Jobs
Job Description
Job Type: Call Center from home
Location: Georgia work from home
Company: VRI
Position Description:
Responsible for the recruitment, development, performance, and retention of Care Center Representatives, who provide compassionate and valued assistance to VRI’s parents and grandparents. The ASM develops a collective team culture that values mutual support and embraces best practices in the industry and call centers. This is a developmental position at VRI that may include participation in projects and activities outside of the primary Care Center structure.
Responsibilities
- With continuing assistance, development, empowerment, and positive reinforcement, enables and empowers team members to provide excellent customer experiences.
- Helps Care Center Managers with gathering metric data in order to develop and teach team members, which may involve one-on-one meetings, sit-ins, and remote monitoring, to ensure that the quality of the client experience matches our parents’ and grandparents’ expectations.
- Supports the Care Center Manager in mentoring the staff through one-on-one meetings, sit-ins, and remote monitoring to ensure the client experience meets the expectations of our parents and grandparents.
- Support Care Center Managers in their growth and ensure that all performance and coaching documentation is completed.
- Capable of meeting all of the requirements of a care center representative.
- Handle the floor’s workload by utilizing effective escalation management, assigning secondary work, guaranteeing report completion, and comprehending the Receiving room responsibilities.
- Identifies, interviews, and hires competent Care Center Representatives in collaboration with Talent Acquisition.
- Leads by example in creating a customer-centric culture and ensuring their team manages everyday activities effectively to provide the best employee and client experience possible.
- Ensures continual client experience improvement by analyzing and addressing fundamental issues in a way that benefits both the customer and the business, as well as assisting with client escalations.
- Celebrate and share examples of great customer service.
- Improve the employee experience by collaborating with other Care Center Assistant Managers and Employee Support.
- Additional responsibilities may be allocated.
Qualifications
- GED or high school diploma required
- 1 to 3 years of professional experience in a comparable field
- Good persuasion abilities
- Excellent analytical and problem-solving abilities
- Coaching experience with peers or team members to improve performance
- A quick pace combined with a cheerful outlook
- Self-motivation and the ability to work independently and in groups are required.
- The ability to engage and respect team members as persons
- Good oral and written communication skills Skilled in Word, Excel, Outlook, and PowerPoint
- Capable of managing numerous jobs at the same time