Contact Center Coach
This position is for a Contact Center Coach with a company located in Starkville, MS.
Duties and Responsibilities: Assist agents with complex customer situations to ensure a timely resolution; Monitor floor coverage by adjusting break and lunch schedules when necessary; Lead by example and deliver a high level of customer service resulting in excellent Quality assurance scores; Provide feedback to upper management regarding issues, concerns or areas of improvement; Coach agents continuously to improve their individual Quality assurance scores; Utilize coaching opportunities to train the agents on how to find the information for future use; Utilize instant coaching feedback to correct a behavior before it becomes repetitive; Notify management of any system/process issues; Answer inbound calls and provide a resolution while delivering excellent customer service.
Requirements and Qualifications: Must be a Cadence Bank contact center specialist for at least 1 year to be eligible; Customer/Client Focused; High quality assurance scores; Strong leadership skills; Problem solving skills.
An Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled