The opportunity
Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be expected to be in office 2 days a week.
What you'll do
Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
Provide coaching and feedback to all agents through the Quality Assurance: process or through One on One sessions to improve their effectiveness for Customer Support
Train and develop members of the team on process, technical troubleshooting, and new product knowledge
Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
Communicate and influence new ideas for improvement with a solutions oriented mindset
Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
What they're looking for
- + years of experience performance managing and coaching, for instance a Team Lead or Manager
- + years of experience in a role responsible for customer satisfaction and championing the customer experience
- Success operating independently and navigating competing priorities in a: constantly changing environment with proven experience leading teams through organizational shifts, structural transitions, and rapid process evolutions within a fast-paced, fluid environment.
- Success working cross-functionally to architect, document, and drive: organization-wide adoption of new operational workflows.
