Performance Manager - Call Center (C.A.R.E.)

TriVita, Inc. (www.trivita.com) is an Integrated Health Company located in the Scottsdale Airpark is seeking a Performance Manager to join our growing Call Center (C.A.R.E.) team. Our Mission is to improve the Physical, Emotional and Spiritual well being of our Customers by providing state of the art products, health information, and unique health education opportunities.

 

This is an exciting time at TriVita, Inc. and we are seeking talented and enthusiastic people to join our team.  If you are someone who thrives on engaging work and want to make a difference in people?s lives, then we invite you to apply to be a part of the TriVita team!Position ScopeResponsible for creating an environment that stimulates an enthusiastic, motivating, high performance culture and is focused on continuous improvement. Position will entail providing leadership and direction to a team of Wellness Consultants, while utilizing effective, hands-on management techniques to develop strategies that champion organizational growth through increased efficiencies in workflow processes.

 Duties and ResponsibilitiesTrain, motivate and develop a team of 10-15 Wellness Consultants to achieve individual and corporate goals; responsible for recognizing, rewarding and encouraging successful performance through ongoing monitoring and coaching; inspires and builds commitment to the TriVita mission in others;Responsible for participating in the execution of day-to-day operations, which includes maintaining compliance with service levels, adherence, handle time, abandon rates and other key performance metrics;Communicate company strategies, marketing initiatives, system and automation enhancements and other key information to Wellness Consultants; effectively communicate TriVita Vision and Mission message to other inside and outside the organization;Facilitate product change management strategies; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles that warrant attention and resolution;Partner with Human Resources to uphold company policies and procedures;Recruit, select and orient new Wellness Consultants to the CARE Center;Develop and administer encouragement and awareness programs to motivate team members and recognize exceptional performance;Identify and correct areas of substandard work performance through the progressive discipline process;Partner with the Training department to evaluate curriculum and improve training effectiveness;Provide Director with insight and recommendations on matters that are in the best interest of TriVita; evaluate inefficient processes and propose practical solutions;Utilize sound judgment to handle the most highly escalated customer service issues;Assist with miscellaneous projects as requested by the leadership team;Knowledge and SkillTwo years of leadership experience in a contact center environment; Bachelor?s degree or equivalent experience preferred;Knowledge of TriVita?s products, procedures, and systems preferred; Committed to TriVita?s Vision, Mission, and Values; model of high morale character: honesty, integrity, truthfulness, a standard bearer of TriVita?s values; ?walks the talk? and conducts oneself as a positive role model to peers;Ability to develop committed team members by involving them and getting them to ?buy-in? to strategies and projects; Ability to inspire and motivate others to pursue accomplishments and stretch themselves to new levels of performance;Demonstrates a high level of customer service by responding to internal and external customer needs until satisfied; utilizes effective decision-making and problem-solving skills;Exhibits strong interpersonal skills and enthusiasm for developing others; Demonstrates self-motivation and initiative by taking action for completion of assignments without being asked to do so; set goals and strives to meet goals;Strong verbal and written communication skills; effectively resolves conflict by expressing opinions without attack and utilizes good judgment by compromising when appropriate;Team player who fulfills commitments to other team members with a positive attitude; able to work collaboratively and cooperatively with other leaders; Provides Director with insight, factual information, realistic recommendations, and candid feedback on matters that are in the best interest of TriVita;Facilitator of productive change management strategies; adapts behavior and work methods in response to new information, changing conditions or unexpected obstacles that warrant attention and resolution;Demonstrates ?no silo? thinking and reinforces integration of knowledge about the interdependence of all departments within TriVita. High level of business acumen; seeks to understand corporate culture and contributes through communication and influence channels;Competent project manager and project team leader; empowers direct reports by delegating responsibilities and accountabilities for specific job functions.