Coach for Customer Service

ClientLogic is a leading international business process outsourcing (BPO) provider in the customer care industry.  ClientLogic's 20,000 associates operate in 52 locations in 13 countries throughout North America, Europe, Africa and Asia. ClientLogic's consistent service quality across channels, media and countries helps clients reduce service costs, improve customer retention and increase revenue per customer. ClientLogic offers an international suite of services, including integrated customer acquisition, list management and brokerage, database design and development, multi-channel customer and technical support (phone, fax, eMail, Chat, Self-Help, etc.), eCommerce services and warehousing/fulfillment. ClientLogic's industry-leading clients include Sony Corporation, DIRECTV, ABN AMRO, TiVo, British Telecom (BT), National Geographic Television, LTU, neuf telecom, and United Online (Juno/NetZero). ClientLogic is among the top 5 global contact center providers, managing more than 296 million customer interactions in 2004. For more information, please visit http://www.clientlogic.com

Our growing company is currently seeking Coaches/Supervisors for Customer Service for our Albuquerque, New Mexico location.

Summary of Primary Job Responsibilities:

Ensure calls are handled professionally.  Provide direction and guidance to ensure consistent achievement of key performance metrics.  Achieve, measure, report and communicate metric goal attainment for assigned team.  Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.  Consistently achieve number of call monitorings per week goal and scores for the team.  Coach, mentor, and develop agent team for skills expansion and promotional opportunities.  Perform other duties as assigned including taking front line customer calls as required.


Typical Qualifications:

Education: Four year college degree or directly related work experience.

 

Experience: Minimum of 12-18 months call center experience, preferably as a Product Specialist

 

Skills: Demonstrated interpersonal, coaching, and supervisory skills.  Excellent verbal and written communication skills.

 

Abilities: Demonstrated ability to set priorities and multi-task.


ClientLogic offers a comprehensive benefits package. Compensation is commensurate with skills and experience. If you meet the above qualifications, please e-mail your resume as a Word attachment to kathlgal@clientlogic.com Criminal background investigations will be obtained for all candidates being considered for this position. EOE.