Leadership Acadamy Champion

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Requisition ID: 121285
Job Category: Call Center
Location: United States-Nevada-Reno-1315 Financial Blvd Reno 89502
Posted Date: 11/5/2017 9:00:51 PM

Title: Organizational Performance Specialist Role: Leadership Academy Champion

Function/

Discipline:

Operations

Training

Grade: FL1

Reports to (Title): Training Director FLSA: Exempt

Job Summary

Performs coordination of work ensuring excellence in the Leadership academy set forth by the client. Champion’s

function is essentially a support team that will include training/development of site leaders, support and complete

process confirmations, deployment of performance management set forth by local and regional leaders. Working in

tandem with the quality assurance staff to ensure company standards and industry regulations of inbound and

outbound calls at multiple call centers.

Job Functions % Time

Perform Coordination of Work

Support Training/Development of Site Leaders

50%

5050%

50%

5050%

50%

25%

25%

Key Job Responsibilities

Review analysis and report results from site and regional managers for performance improvement initiatives

related to customer experience, quality, sales, including all key performance metrics

Provide specific feedback to agent and Leadership on areas of opportunity daily through observation of

processes confirmations and TM binder checks

Support supervisory staff, and coordinating customer experience agents in coaching efforts to close gaps in

performance through SBS, Rapid Fires, Hot Laps

Participate in and contribute to internal and external client monitoring/calibration

Participate in and contribute daily huddles for performance

Onboarding/Training new and existing customer experience agents, Team Managers, Change Leaders on

Leadership Academy theories and processes as needed

Gap training for agents on key metrics, and VOC performance

Compile and report confirmations conducted on a weekly basis, including but not limited to: binder checks, TM

and OM huddles to Regional level managers

Other Related Duties

Other duties as assigned

Job Requirements

Minimum Education and Experience:

High School Diploma

Internal candidate with account subject matter expertise preferred

Knowledge, Skills and Abilities:

Excellent written and verbal communication skills

Strong interpersonal skills

Flexibility and demonstrated ability to adapt well in a changing environment

Strong time-management skills

Computer efficiency (speed and accuracy)

Working Conditions

Constant = 75 100% of the time; Frequent = 50 75% of the time; Occasional = 25 50% of the time; Rare = less than 25% of the time

Work Environment:

Constant work performed in a climate-controlled environment

Ability to work flexible schedule in a fast paced, ever changing environment

Physical Demands:

Constant use of speech to communicate

Occasional domestic and International travel up to 50%

Ability to travel to centers to monitor, evaluate and coach training professionals

Title: Organizational Performance Specialist Role: Leadership Academy Champion

Function/

Discipline:

Operations

Training

Grade: FL1

Reports to (Title): Training Director FLSA: Exempt

Job Summary

Performs coordination of work ensuring excellence in the Leadership academy set forth by the client. Champion’s

function is essentially a support team that will include training/development of site leaders, support and complete

process confirmations, deployment of performance management set forth by local and regional leaders. Working in

tandem with the quality assurance staff to ensure company standards and industry regulations of inbound and

outbound calls at multiple call centers.

Job Functions % Time

Perform Coordination of Work

Support Training/Development of Site Leaders

50%

5050%

50%

5050%

50%

25%

25%

Key Job Responsibilities

Review analysis and report results from site and regional managers for performance improvement initiatives

related to customer experience, quality, sales, including all key performance metrics

Provide specific feedback to agent and Leadership on areas of opportunity daily through observation of

processes confirmations and TM binder checks

Support supervisory staff, and coordinating customer experience agents in coaching efforts to close gaps in

performance through SBS, Rapid Fires, Hot Laps

Participate in and contribute to internal and external client monitoring/calibration

Participate in and contribute daily huddles for performance

Onboarding/Training new and existing customer experience agents, Team Managers, Change Leaders on

Leadership Academy theories and processes as needed

Gap training for agents on key metrics, and VOC performance

Compile and report confirmations conducted on a weekly basis, including but not limited to: binder checks, TM

and OM huddles to Regional level managers

Other Related Duties

Other duties as assigned

Job Requirements

Minimum Education and Experience:

High School Diploma

Internal candidate with account subject matter expertise preferred

Knowledge, Skills and Abilities:

Excellent written and verbal communication skills

Strong interpersonal skills

Flexibility and demonstrated ability to adapt well in a changing environment

Strong time-management skills

Computer efficiency (speed and accuracy)

Working Conditions

Constant = 75 100% of the time; Frequent = 50 75% of the time; Occasional = 25 50% of the time; Rare = less than 25% of the time

Work Environment:

Constant work performed in a climate-controlled environment

Ability to work flexible schedule in a fast paced, ever changing environment

Physical Demands:

Constant use of speech to communicate

Occasional domestic and International travel up to 50%

Ability to travel to centers to monitor, evaluate and coach training professionals

Apply Now    
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