Minimum Qualifications & Requirement
Qualifications:
- A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
- Knowledge and experience in Call Center environment required.
- Ability to communicate directly with the client.
- Proficient with spreadsheets and word processing software
- Excellent written and verbal communication skills
- Ability to effectively persuade others to follow protocol and drive change
- Coaching skills
- Effective business, proposal and report writing
- Analytical and problem solving skills
- Excellent customer service skills
Education:
- University Degree or the equivalent
About the Role
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.Responsibilities (Including, but not limited to)
To enhance and improve the quality performance of our customer service agents through a combination of auditing, training and coaching and to monitor and maintain company quality standards in other areas as required
- Listening to and evaluating a continuous flow of Agent/Customer interactions on a daily basis. This is a role that requires an individual with a desire to perform these duties in a fast paced environment.
- Interact with the Quality Assurance Manager to address quality issues impacting key metrics surrounding Customer Satisfaction, First Contact Resolution, Productivity and Service Level
- Calibrate quality scores with clients’ if applicable and participate in client meetings and conference calls
- Recommend changes to processes, technology (CRM/KRM), scripts, etc to improve effectiveness and productivity
- Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management
Experience and Skills
Qualifications:
- A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
- Knowledge and experience in Call Center environment required.
- Ability to communicate directly with the client.
- Proficient with spreadsheets and word processing software
- Excellent written and verbal communication skills
- Ability to effectively persuade others to follow protocol and drive change
- Coaching skills
- Effective business, proposal and report writing
- Analytical and problem solving skills
- Excellent customer service skills
Education:
- University Degree or the equivalent
