Agent Performance Manager
Glasgow, UK
9d ago

Job Purpose

Under supervision by the Call Center Director, the Agent Performance Manager is responsible for the daily operations and meeting the assigned KPI metrics of his or her assigned Call Center team.

Through development and management of the Agents, the APM ensures that their call center team is meeting all performance requirements as related to their assigned campaigns.

Essential Functions and Responsibilities

  • Collaborate with your CCD to ensure alignment of company goals and operations and cascading of goals to direct reports.
  • Maintain and improve employee morale through effective leadership.
  • Coach and develop your direct reports / agents to improve performance.
  • Monitor agent performance, and ensure effective practices are executed across team.
  • Responsible for input scheduling of agents and meeting performance utilization goals.
  • Ensure that revenue and campaign performance goals are met.
  • Maintain targeted RPC and contract rates.
  • Effectively cascade messages from executive management through the call center.
  • Monitor programs and procedures to ensure continuous improvement of client driven performance indicators.
  • Engage, facilitate and help drive communication between call centers and the Client Success Department to ensure agent productivity levels are met.
  • Collaborate with internal and external customers to establish performance standards to meet sales and service goals.
  • Identify sales and service failures or customer concerns and recommend solution options.
  • Participate in the recruiting, hiring and development of Agents to build a team of high performers.
  • Evaluate and manage ongoing performance of Agents, and provide coaching and development support.
  • Drive the execution of call center initiatives through call center teams.
  • Facilitate and coordinate client visits.
  • Ensure DOC and Televerde security compliance is met.
  • Maintain working relationships with various levels of DOC staff at assigned units.
  • Effectively escalate problematic issues to the appropriate decision maker.
  • Ensure accurate and timely approval and reporting of agents billing time for campaigns using BP tool.
  • Skills / Requirements

  • Bachelor's degree or equivalent years of related experience required.
  • Minimum 2 years of B2B outbound sales / call center management experience.
  • Past exposure to market verticals and trends preferred.
  • Knowledge, Skills, Abilities & Competencies

  • Ability to learn quickly while continually recognizing and adapting to changing conditions.
  • Ability to function in a fast paced role and facilitate innovation and creativity to generate ideas for quick response.
  • Ability to drive staff performance improvement through effective application of coaching and development techniques.
  • Ability to make sound decisions and implement practical, timely solutions.
  • Ability to effectively delegate as necessary, with appropriate follow-up and accountability for timely results.
  • Strong leadership skills, with the ability to enthusiastically engage and motivate others.
  • Ability to benchmark and measure effectiveness of agents and drive change for improvements
  • Ability to employ good judgment, act with integrity, take ownership and accountability, and seek advice when necessary.
  • A proven understanding of desired results and effective systems that can achieve the goals of the team and the organization.
  • Excellent verbal and written communication and document preparation skills
  • Proficient in Windows-based software applications and the ability to understand system logic and capabilities
  • Proven ability to problem solve, handle conflict, anticipate issues / concerns, troubleshoot problems, and proactively institute creative solutions
  • Solid understanding of tactical and strategic marketing methodologies
  • Capable of handling multiple deadlines in a fast-paced constantly changing environment
  • Strong business and analytical skills.
  • Apply
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