Customer Support SMEs - Call Center

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