IQor Holdings US Inc Senior Agent in Pueblo, Colorado
Req ID: 22707Additional Work Locations: PuebloWe re excited you ve considered to Be More with us. From CustomerInteractions to Product Support, we ll help you reach, stretch andrealize your potential. Grow More with your own customized career path. LearnMore with award-winning training. Earn More with industry-leadingcompensation. And Care More in a culture that treats you like family andgives back to your community. A world of opportunity is waiting. Let s get staSummaryWe are searching for polite, professional Senior Agent to represent ourclients professionally by providing remarkable service to their customers viaphone. The Customer Service Call Center Agent may handle a high volume ofinbound or outbound calls and should seek to create a positive experience foreach caller. Customer Service Call Center Agents will listen to customers tounderstand the reason for their call, address all inquiries and provide anaccurate and efficient response.ResponsibilitiesDirectly works with the Supervisor(s) to help lead a team of 10-16associates. Provide floor support, answer questions of the associates adhocas well as consistent direct coaching both through recorded and live calls forall associates.Responsible for managing a small portfolio and maintaining KPI's for thatportfolio. Always willing to jump on and make outbound calls manually or onthe dialer or take inbound calls to help the team achieve a goal, or whencoverage is needed, for example. Assists the management team withinitiatives to achieve/exceed metrics.Perform quality reviews for team(s) both recorded calls and live calls aswell as account activity reviews. A completed entry into sQan and notations inthe fly-in are required as well as one on one direct feedback to each agentwithin 24 hours of completed review. Same day is preferred, however weunderstand that at times this is not always possible. 4-12 reviews will berequired per associate based on title, tenure and requests from managementeach calendar month.Leads as an example for the team with adherence to schedule and codes ofconduct.Accepts change by demonstrating a positive attitude when change occurs,which is frequent.Handle escalation calls and ensure follow through until customer issue isresolved. Responsible for new hire and refresher training for existing staff.Assist with development and implementation of motivational programs thatinclude incentives, contests and team performance programs.All other duties as assigned, ad hoc request (example-reporting and projects)RequirementsExperience with the following systems is a plus: QNEX, LiveVox, Zoom, TeamsOpen to new systems training as needed3+ years of call center experience utilizing multiple systems in a fastpaced environment.Demonstrated ability to lead, coach and develop effective teams.Results oriented with ability to manager change while creating a positiveenvironment. Ability to manage multiple priorities in fast-paced environment.Excellent oral and written communication skills. Proficiency in MicrosoftOffice Suite.Work standard shift hours M-F or T-S however flexibility to work alternateshift when need is required.Education RequirementHigh school diploma, G.E.D., Trade/Vocational School certificate orequivalent required.Physical RequirementsAbility to:Speak and sit for extended periods of time.Stand and walk or otherwise traverse occasionally in order to be accessible tothe production floor.Exert at up to 10 lbs. of force to push, pull or otherwise move objects.Carry or lift objects up to 10 lbs.Have close visual acuity to perform activities such as: preparing andanalyzing data and/or documents; and/or viewing a computer terminal.Occasionally bend, reach, kneel, or twist for minimal periods of time.