position summarywe are seeking a service coach.
the supervisor will provide support, performance management, and on‐going development to agents focused on nps and customer satisfaction.
also responsible for the continuous improvement and attainment of performance results of the department.responsibilitiescoach and lead a team of phone application support agents for a defined group in compliance with company guidelines and regulations to maximize revenue.oversee all required daily functions with the operations.set and enforce clear expectations for the team through ongoing performance discussions.monitor and evaluate individual and team performance against objectives.coordinate work activities with other supervisors and agents.provide coaching and feedback to team members.assist the phone application support manager in developing and implementing strategies that lead to accomplishing kpis.supervise pas staff and lead to a positive work environment.prepare management reports and make presentations of results and analysis, as necessary.receive and provide feedback to team leaders, applying received feedback to daily activities.drive oneself with integrity and contribute to reach department goals and metrics.adhere to all company policies and procedures.qualificationsrequired skillsbilingual skills (fluent english b2 or higher / spanish).
outstanding problem‐solving capabilities.ability to assess team member performance and implement action plans.excellent verbal and written communication; ability to recommend improvements.ability to identify and resolve issues quickly and thoughtfully.organized.required experienceat least 6 months experience in call center.leadership experience.schedule availability.high school diploma.required knowledgeproficiency with computers, especially with crm software, and strong typing skills.proficient in microsoft office applications (outlook, word, excel, powerpoint).
equal opportunity employerwe are proud to be an equal opportunity employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.california applicants can find a copy of oportun's ccpa notice here.we will never request personal identifiable information (bank, credit card, etc.) before you are hired.
we do not charge you for pre‐employment fees such as background checks, training, or equipment.
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