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Client Services Team Coach
Union Bank
Arlington, TX, United States
Job Details - this job has expired, please see similar jobs below
Reporting to the Call Center Manager, the Client Services Team Coach is responsible for the quality review and audit of inbound and/or outbound telephone inquiries of assigned call center based Client Services Representatives to ensure accurate information is provided professionally, courteously and consistently.
Work shift: 5:45am - 2:15pm CST, with rotating weekends required.
Major Responsibilities:
Coaching
• Coaching, monitoring, and on-going development of approximately 30 representatives to observe employee demeanor, technical accuracy, and conformity to company policies.
• Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
• Perform mock calls (role play sessions) with post-training new hires to increase service quality and sales conversion as they transition fully into their role.
• Provide feedback on uniform application of guidelines and procedures.
• Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Provides ongoing coaching, advice, and guidance based on audit findings and delivers performance feedback to associates as outlined in business unit's policies and procedures.
Leadership
• Lead, positively motivate, develop, and provide necessary resources for assigned team of representatives to achieve or exceed stated call center performance goals.
• Recommend targeted coaching sessions that address deficiencies and/or improvement opportunities based on trends or recurring issues.
• Coordinate with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods. Identify adverse performance trends and patterns.
Quality Assurance and Audit
• Perform phone quality reviews; Audit representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.
• Provide structured and timely recommendations; verbal and/or written feedback to Center leadership.
• Verify that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Conduct quality review of representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
• Evaluate and record the quality and performance during each call.
Reporting and Other Duties
• Provide real-time support to team members as well as back-up support for contact center queues.
• In periods of excessive call volume, assist by taking inbound customer calls or handling in-bound customer emails.
• Provide critical data used to generate weekly or monthly reports on the performance of phone or email representatives.
• Work with the Team Lead on report generation to identify opportunities and areas of improvement.
• Provide input and assist with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Participate in meetings and presentations or other designated special projects as assigned by department management.
• Maintain a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develop job aides and other tools to assist representatives in improving overall quality of interactions.
Qualifications
• 3+ years of experience in a high-volume call center environment with a track record of meeting and / or exceeding goals.
• 3+ years of customer service experience.
• Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a team to deliver excellent results that support collective departmental goals in a call center environment.
• Demonstrate a strong working knowledge of all federal banking regulations and the Bank policies & procedures.
• Proven success in call center coaching / mentoring.
• Experience monitoring inbound / outbound calls and providing feedback.
• Proficiency with Microsoft Office products (Excel, Word, Outlook, and Power Point).
• Excellent organizational skills.
• Effective verbal and business writing communications.
• Strong interpersonal skills.
• Excellent customer service skills
• Strong analytical/problem-solving skills, attention to detail/accuracy, and flexibility in work assignments.
• Ability to lead through coaching and inspiring others.
• Ability to work well with others to overcome obstacles and problems in a changing environment.
• Time management skills and ability to prioritize your work flow effectively.
• Training development experience is a plus.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.