Role Description
• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to.
• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly.
• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans.
• Resolve customer escalations.
• Responsible for communication between contact center management, client and associate.
• Participate in associate selection and interviewing process.
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations.
Qualifications
• Applicable Healthcare Insurance License or ability to obtain license within 30 days of hire.
• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience.
• Previous call center experience preferred.
• Prior supervisory or leadership experience preferred.
• Proven sales experience preferred.
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook.
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.
• Schedule flexibility.
• Analytical and problem-solving skills.
• Strong ability to multitask.
• Ability to function in a fast paced environment.
• Dependability regarding completion of assignments and attendance.
• Ability to pass a drug screen and background check.
Company Description
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!