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Call Center Call Quality Coach
Eldorado Resorts
Reno, NV, United States
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Call Center (Customer Care) Call Quality Coach
Eldorado Resorts Inc., a top five regional gaming company in the industry, is looking for a dynamic, positive, energetic person with experience in staff management or call quality to help develop, promote and coordinate our revised Call Quality Program! With explosive growth forecasted as we take on new business, we’re searching for the best and the brightest. Is that you?
Eldorado Resorts Inc. is an employer that values its team members and provides many unique benefits. Some of these include:
BENEFITS and PERKS
• Paid training
• Medical and dental benefits
• On-site Medical Health Center
• Paid time off
• Retirement planning options (401(k))
• Subsidized Employee Dining Room
• Paid Lunch Break
• Commuter Benefits
• Holiday Gift Cards for Employees
• Employee Discounts to Restaurants & Shows
Perks are subject to change without notice
POSITION SUMMARY
The Call Quality Coach (CQC) position will focus on driving the department toward consistently delivered customer service excellence by promoting and championing our Call Quality Program. The Coach will become an expert in our standards and expectations, will be one of the primary promoters of Call Quality. This includes monitoring and scoring agent phone calls in a consistent and unbiased manner, delivering actionable feedback to staff, and maintaining call quality documentation. S/he will additionally be involved in analyzing call quality performance trends and making suggestions for how to address opportunities for improvement. The Coach may be involved in new hire training or subsequent staff refresher training as well.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Champions the Customer Care Call Quality Program with managers, supervisors and agents
• Evaluates agent performance through the use of quality monitoring software (voice and data) and one-on-one coaching sessions
• Prepares agent performance evaluation reports
• Conducts effective feedback sessions to staff that focus on positive elements as well as opportunities for improvement
• Offers feedback that includes specific suggestions for improvement
• Offers feedback that is motivating and encouraging
• Includes role-play in feedback sessions to help staff practice incorporating call quality standards.
• Works extensively with individual agents and their team leaders to uphold established standards for customer service; promotes the highest possible degree of staff compliance with published quality standards
• Assists with the configuration and ongoing administration of the quality monitoring software application and agent database
• Partners with Director and Call Quality Manager to continuously revise and refine Call Quality standards
• Identifies and analyzes emerging trends in quality performance. Develops innovative and proactive solutions to address opportunities for improvement.
• Fills in as Supervisor and/or agent as needed to mitigate volume increases and/or scheduling gaps
Requirements:
QUALIFICATIONS
Demonstrates the highest level of professionalism at all times
Demonstrated expert in delivering constructive feedback in a motivating and encouraging manner
Excellent verbal and written communication skills
Prior Call Quality monitoring and coaching experience strongly preferred
Ability to identify opportunities for improvement for individual agents as well as for the staff as a group
Working knowledge of quality monitoring software is preferred
Proficiency with basic MS Office software (e.g., Word, Excel, PowerPoint, Outlook) is required
Experience in a startup operation or in the casino / hospitality industry a plus
EDUCATION and EXPERIENCE
Bachelor's degree and/or 4+ years of directly related experience in an agent role within an inbound call center
Prior Call Quality monitoring and coaching experience strongly preferred
PHYSICAL DEMANDS
Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor
Must be able to work in a standup/walking position while actively managing the call center floor
WORK ENVIRONMENT
Must be prepared and able to handle, with composure and tact, the effective execution of many concurrent tasks in a fast-paced call center environment
Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity
Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours
COMPENSATION
This position starts at $16.00/hour