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Onsite Transition Coach
5 months ago
Description
Afni is hiring a Transition Coach who is responsible to lead CSR's through the learning curve after training. As part of the transition process, the Transition Coach will accompany the class during training for the last 3-5 days as required, then follow the class to the production floor, leading them through the transition period, for a length of time as defined by program, before transitioning the CSR's to their permanent Production Coach. The role provides job shadowing support, answering CSR questions, completing call observation / evaluation, ability to handle escalated contacts, coaching. The role also requires all supervisory type functions including managing performance issues, administering attendance policies, and maintaining project team records. *Position is ONSITE at our contact center in Tucson, AZ.*
What you will be doing:
Acts as main leadership and mentor resource for CSR's during the Transition Period. Facilitates a positive and encouraging work environment aligned with Afni core leadership principles. Coaches and motivates CSR to achieve key performance milestones aligned with program goals. Assists CSRs and/or responds to escalated calls from customers. Monitors, tracks, identifies, and reports performance trends for assigned project team of CSR's. Maintains CSRs attendance records, payroll reports, and other administrative duties as required.
Requirements
What you will be doing:
High school diploma or equivalent and six months of experience in a mentoring or supervisory role. Background in sales, customer service, retail, telecommunications or related field preferred. Call center experience strongly preferred. Must complete PRIDE and ACM training. Proven leadership, motivational, and creative problem solving skills are strongly preferred. Must possess passion for the delivery of exemplary customer service with the ability to present training material in both a one on one and group setting, share content, and manage a training class. Strong communication, organizational and presentation skills are required. Ability to handle multiple tasks and work with shifting priorities is required. Demonstrated proficiency with Microsoft Office is required.