Customer Support SMEs - Call Center


2 Locations

Posted On: May 25, 2021
Last Day to Apply: June 29, 2021

Are you looking at becoming a team SME within a Fortune 500 Company? Now is your chance. S&P Data is looking for energetic candidates to help support, coach, mentor and motivate our teams of associates.

Responsibilities:

  • Acts as subject matter expert to our customer support teams
  • Manages activities of new Sales Agents to ensure effective performance. Provides motivation to Agents through individual interaction, goal setting, periodic meetings, and effective learning techniques.
  • Responsible for coaching, development, and improving the confidence of new agents for the first 1-2 weeks of taking calls. Monitors agent calls and agent performance to identify training gaps.
  • Responsible for partnering with other business leaders to ensure alignment, providing progress and evaluation of new hires
  • Provides direction to Agents according to established policies and management guidance.
  • Ensures that established goals and targets for the Agents are reached and motivates department to meet these goals.
  • Utilizes trainee feedback about training course and nesting learnings.
  • Maintains required Training forms (Class roster, training logs and other forms as determined on the program)
  • Responsible for evolving training content and process to maximize graduation and sales performance of new hires.
  • Must work from assigned location and is able to work a flexible schedule as assigned

Qualifications and Qualities:

  • Post secondary education is an asset with at least 1 year experience supporting sales and / or customer support teams
  • Minimum of12 years experience in a call centre, customer service or sales environment
  • Experience working with teams remotely
  • Strong understanding of internet technology
  • Ability to adapt communication style to obtain desired results
  • Ability to mobilize people in a way to make them adopt individual, social and organizational values
  • Ability to act as a mentor, guide and prime, while monitoring, coaching, analyzing and motivating a team of sales representatives
  • Ability to constantly focus his efforts on set objectives
  • Ability to work under tight deadlines and peak periods
  • Creative, ability to suggest new ideas and new ways of accomplishing tasks
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