VA Site Lead JB Andrews

Supervise a team of Customer Retention Call Center Representatives; appraise work performance, monitor, and assist reps in all daily phone and follow-up duties; record and track production levels and standards of each rep. The Customer Retention Supervisor will be responsible for handling difficult or escalated calls. They will act as a liaison between Customer Service and other departments for customer complaint resolution.

Motivate and maintain a positive atmosphere for the reps. Communicate and analyze progress of programs and problems or concerns with the management team and assist with developing procedures and guidelines for the department.

• Manage new hire representatives, call performance and coaching/training
• Ensure each rep has had the proper training prior to being placed on call floor
• Set team performance goals/metrics to achieve optimal production
• Develop/coach reps to ensure that all departmental goals are met efficiently and effectively
• Ensure that tests and policy changes instituted by department perform as expected, while identifying and eliminating the cause of any adverse trends
• Create and maintain all training materials for the Customer Retention conservation efforts.
• Provide both classroom and on-the-job training on all products and services associated with the Customer Retention, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge
• Conduct in-depth training and frequent touch-points for employees in their orientation period as well as continuing education for current employees.
• Ensure that all new hires complete mandatory surveys and testing

• Identify underperforming reps and perform additional refresher training
• Communicate with the quality monitoring team to receive feedback regarding representatives call quality
• Communicate with each and every rep in a professional and respectful manner
• Communicate with other departments to ensure that all retention/conservation procedures are followed/deployed
• Communicate with other call center functions (Customer Service, QAC, GCCS) to ensure best practice policies are followed
• Handle difficult or escalated calls for all reps
• Research training methods
• Monitor, audit and score representative’s calls (silent, live and side by side)
• Complete monthly report cards and Performance Evaluations as well as handle disciplinary actions
• Evaluate new employees for advancement to next level of career path

• High school diploma or equivalent
• College degree preferred
• Previous training/teaching experience required

• High school diploma or equivalent
• College degree preferred
• Previous training/teaching experience required

• Reliable and predictable attendance of your assigned shift
• Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying