Call Center Quality Coach/Analyst

Call Center Quality Coach/Analyst

Public Employees’ Retirement Fund (PERF) - Indianapolis

 

The Call Quality Coach is responsible for monitoring, training, and customer satisfaction measurement.  Work involves a high level understanding of plan provisions and laws governing the Fund in the areas of: retirement; disability; survivor benefits computation; refund and rollover payments process  

 Qualifications

Terrific opportunity for a hands-on call center professional with at least six years total call center experience and at least two years experience building a coaching program in a call center environment.  Excellent computer skills and advanced user of Microsoft Office Suite, with emphasis on the development of spreadsheets and databases required.

Candidates selected for interviews will have:

 

·  demonstrated experience in improving CSR performance

·  analytical abilities that translate into performance improvements

·  strong coaching and training abilities

·  focus and experience in call quality

·  experience developing procedures and training materials

·  a sense of immediacy in addressing improvement opportunities Duties

The Performance Analyst should have an understanding of all aspects of training and coaching employees to maximize performance and job knowledge of Customer Service Representatives (CSRs) within the call center. The primary duties of this position include, but are not limited to the following:

§  Developing initial and on-going training programs, collaborating with other areas in PERF to document policies and procedures, and developing various platforms to perform training.

§  Monitoring a pre-determined number of incoming phone calls on a daily basis, and determining training needs and identifying areas for improvement.

§  Enhancing existing Customer Service Survey program and expanding it to other key functional areas within PERF. 

§  Collecting data to support changes to existing policies and procedures as needed.

§  Assisting with the development of communication materials to members and employers.

§  Ability and understanding to effectively communicate all aspects of PERF to CSRs, including the inner-workings of PERF and effective customer service techniques.

§  Participating in Quality Improvement Teams to identify business processes that undermine adequate customer service and making recommendations for their resolution.

§  Organize complicated material into an understandable format for all levels of learning and understanding.

§  Providing day-to-day back up support to Call Center Manager.

§  Answer phone calls while in queue or when the call center is short staffed.

§  Related duties as assigned.

 Job Requirement and Difficulty of Work

Requirements and difficulty of work include:

§  Strong interpersonal skills in working with other divisions within PERF and providing constructive feedback to employees. 

§  Detailed understanding of internal policies and procedures, and ability to engage other departments in seeking solutions to complicated problems.

§  Understanding of Total Quality Management techniques and ability to implement new techniques into day-to-day operations.

§  Ability to determine appropriate sample size of member/employer population in order to achieve statistically valid data.  Advanced computer skills are required in order to compile data and be able to formulate data into a format to present to other areas of the Fund.

§  Providing specific performance-related data and input to Call Center Manager, and assisting with the development of professional development plans.

§  Sustaining a credible rapport with CSR’s as well as other key stakeholders.

§  Maintaining a professional demeanor in all situations.

§  Ability to inspire others to perform at a higher level and demonstrating flexibility when applicable.

§  Demonstrating an optimistic attitude with focus on problem solving.

 









Responsibilities

The primary responsibilities of this position include, but are not limited to the following:

§  Providing coaching based on call monitoring results as needed.  Determining each CSR's areas for improvement and developing action plans to improve results.

§  Performing training to improve CSR's job performance as needed.

§  Exceptional oral and written communication skills and comfort with dealing with all levels of management, including the PERF Board of Trustees.

§  Excellent problem solving, research and analytical skills necessary for interpreting and responding to technical inquiries from members, employers, Senior Management and Board of Trustees

§  A complete and thorough understanding of PERF's internal procedures and ability to stay on top of changes to policies.

§  Ability to deal with conflict in a constructive and positive manner.

§  Developing programs and supporting documentation which has a direct connection with the Call Center's performance goals and vision.

§  Prioritize tasks in order to meet deadlines as determined by the Call Center Manager.

§  Demonstrate the ability to maintain a proactive attitude by focusing on key performance areas and not waiting for direction from Management.