Productive, Proactive, and a great place to work.
Pros: awarded productive behaviors, career growth, free popcorn, juice bar, reduced lunch coupons, and front door parking.
Cons: i was not informed of date and time i would be laid off in a timely manner.
A typical day at U.S. Cellular consisted of me printing login/logout reports, reviewing the forecasted service level report, listening/viewing screen shots to determine the strengths and
opportunity areas of my twelve associates who reported directly to me, shadowing calls, weekly discovery sessions and weekly team huddles discussing how our I will – more... implement a holistic approach and effective ways to improve their overall call performance, proactively creating projects to build team morale, how to become an effective team player, improve sales numbers, and future career opportunities within the company,corrective action up to separation from the company, and annual reviews.
I learned how to own my learning by holding myself accountable by proactively signing up and participating in the Learning Management courses offered by the company. The benefits of stepping outside of my comfort zone and establish relationships across the company and other call centers.
My management team constantly motivated and pushed me by facilitating weekly meeting regarding my performance as a Customer Service Coach. During each meeting I would discuss my take aways during my previous meeting, and provided my manager with my approach on resolving any/all issues that needed to be fully addressed with my team. My manager modeled the way on how to be a effective Customer Service Coach by consistently demonstrating the values and behaviors of the company and clearly communicating what she expected from me.
My peers and I were very positive individuals, and we had an open door policy regarding being ready and available to assist each other during our time of need.
Initially, the most challenging part of my job was separating associates from the company. However I was able to overcome that challenge by realizing that I provided associates with effective tips on how to connect with our customers, grow our customer base, and provided timely feedback and placed them on a performance improvement plan. The Performance Improvement Plan also included a deadline stating when they will be separated from the company if they choose not to eliminate any/all negative behaviors that negatively impact our business. In doing so, I was able to acknowledge and accept that the associate actually terminated themselves if they did not complete the company's requirements by their deadline.
The most enjoyable part of my job at U.S. Cellular was the ongoing support for career growth and development coupled with the open door policy that was practiced on all corporate levels. – less