Contact Center Support Lead

Overview

This position supports the Contact Center Leadership Team through execution of essential agent support duties across the Contact Center agent population. Will be responsible for supporting the coaching and development of new and existing agents within the contact center through monitoring and trending, providing quality control feedback, impromptu and update training, and supporting teams when the direct supervisor is not available within the contact center.

Responsibilities

What you will do:

• Collaborates with the Contact Center Leadership Team in coaching, training, developing and motivating agents across the Contact Center. Fosters a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and contact center performance. Strong sales acumen. Drives and implements changes.
• Influences contact center performance, production, quality and adherence to policies and procedures.
• Provides contact center leadership with timely, relevant and accurate reporting of activities and trends through call monitoring using specialized software and equipment such as I3, Nexidia and Microsoft Office.
• Communications and contacts are frequently across departmental lines and interact with all levels of associates and management. Those contacts involve planning and preparation of communications which require skills such as professionalism, tact, persuasion and/or negotiation in order to accomplish the identified objectives.
• Acts as intermediary between consumers and company, handling escalated calls and other sensitive situations.
• Assists with development and deployment of Contact Center incentives that drive performance in both sales and service.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Required to have your Life, Accident & Health Insurance Licensed in Michigan, or obtain the license within 45 days of employment start date (training and exam covered by Gerber Life Insurance).
• Associate's Degree Or equivalent work experience. - Required
• 3 years' customer service environment experience. - Required
• Coaching and motivating experience. - Required
• Call center experience considered a plus. - Preferred
• Insurance industry experience and knowledge considered a plus. - Preferred
• Experience with Excel, Word, Powerpoint. 
• LOMA designations or equivalent considered a plus. Upon Hire - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None