Training specialistUnity Communications & Consulting Group, Inc.

Directly reporting to the Call Center Operations Manager
Partner with Assistant Call Center Managers and Team Leads to ensure agents meet corporate and partner Key Performance Indicators (KPIs)
Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Maintain department reporting of QA scores and trending
Collaborate with the Operations team to establish a positive team environment that supports and reinforces best-in-class customer service practices
Manage productivity goals, staffing, scheduling, and daily tasks
Provide program and agent performance reporting, including statistical analysis and reporting
Maintain proper documentation of call performance and associated corrective measures as applicable
Coordinate issue resolution for all levels of escalated issues
Make recommendations to the Operations Manager and Management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
Lead calibration sessions and breakout training sessions as needed
Support new hire and on-going QA training initiatives as needed
Stay up to date on new products, procedures, and marketing initiatives as well as with Ad hoc projects
Perform other duties as assigned
Education and Experience:
At least 3 to 5 years' experience in the BPO QA Field and Environment
Can create Training Manual or Training Modules
Experience in QA a plus
Experience with monitoring voice, email, and chat interactions
Experience with Telco, eCommerce, Healthcare or any other LOBs is required
Can conduct Root Cause Analysis (RCA)
Ability to drive results and lead team to excellence
Ability to adapt to changing organizational and operational needs
Proficient with computer applications including Word, Excel, Outlook, and PowerPoint along with Google Applications
Knowledge of relevant regulatory requirements
Key Competencies:
Strict attendance adherence
Excellent verbal, written and interpersonal communication skills with all levels of management
Organized and able to create multiple timelines and schedules
Strong analytical and problem-solving skills
Must be self-motivator and self-starter Able to multitask, prioritize, and manage time efficiently
Excellent leadership, team building, and management skills
Encouraging to team and staff; able to mentor and lead
High regard for compliance standards, quality process and excellence
Creative ability & writing proficiency
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office applications
Must have excellent attention to detail
Sound judgment and effective evidence-based decision-making skills
Customer service oriented
Must be amenable to flexible schedule
Zero to minimal training needed, must be ready to hit the ground running
Must be resourceful and able to learn independently
Very knowledgeable and comfortable using different customer interaction channels (Phone, email, chat, social media etc.)
Has a positive and bubby personality
Entry Level / Junior, Apprentice Administration and Coordination Business Process Outsourcing 1 opening Bachelor's degree graduate
We are a call center and BPO that specializes in helping companies grow and concentrate on their strengths. Our center specializes in sales support, customer service, and administration tasks that many companies are struggling with.As an award winning sales and support organization we specialize in acquisition, retention, and new product strategies that many companies large and small are launching. While at the same time we enjoy working with startups to help build their brand and get their businesses off the ground. With our ability to source many sales initiates to drive growth, our unique approach has fuel double digit growth for many of our partners.Our model is very unique and is designed to generate growth while saving overhead for many many different types of industries and organizations.Every company needs the right partners to help their businesses run smoothly and efficiently. We would love a chance to provide the below services for you.- Customer Service- Outbound / Inbound sales- New Acquisition- Lead Generation_ Retention Strategies- Administration Support - Virtual Assistant
Kalibrr

Bacoor, Cavite
Permanent
Full-time