Performance Management Specialist

3 weeks ago


Phoenix, Arizona, United States Televerde Full time
Job Title: Agent Performance Manager

Televerde is seeking a highly motivated and experienced Agent Performance Manager to join our team. As a key member of our leadership team, you will be responsible for driving the performance of our call center teams and ensuring that our clients receive exceptional service.

Key Responsibilities:
  • Collaborate with the Call Center Director to develop and implement strategies to improve team performance and meet client satisfaction goals.
  • Coach and develop direct reports to improve their skills and performance.
  • Monitor agent performance and provide feedback to ensure effective practices are executed across the 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.
  • Cascade messages from executive management to the call center team.
  • Monitor programs and procedures to ensure continuous improvement of client-driven performance indicators.
  • Engage with internal and external customers to establish performance standards to meet sales and service goals.
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.

At Televerde, we value innovation, quality, and a collaborative spirit. We offer a dynamic and fast-paced work environment where you can grow and develop your skills. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.


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