As an Afni contact center Web Chat Project Coach, you will use your motivational and developmental skills to help Web Chat Customer Service and Sales Representatives (CSRs) achieve performance objectives and goals while providing exceptional Customer Service and Sales Experiences. You will supervise a project team of Web Chat CSRs and will be responsible for administering attendance policies, addressing performance issues, providing support and development, and maintaining project team records.
Coaches and motivates project team of Web Chat CSRs to achieve Afni's performance objectives and individual/team goal attainment
Assists Web Chat CSRs and/or responds to escalated calls from customers
Monitors, tracks, identifies, and reports performance trends for assigned project team of Web Chat CSRs
Maintains Web Chat CSRs attendance records and completes payroll reports
Responsible for hiring decisions, approving time off, developing performance appraisals and corrective action/termination requests for approval, and developing/coaching subordinates
High school diploma, GED or above and two to six months of relevant experience preferred
Proven leadership, motivational, and creative problem solving skills
Strong organizational skills
Ability to handle multiple tasks and work with shifting priorities
Previous experience with Microsoft Office products
Must be at least 18 years old to apply and pass drug screen, criminal background check, and comprehensive assessments during and after training. Afni is an equal opportunity employer.
Afni helps companies develop meaningful and profitable relationships with their customers. With contact centers in Alabama, Arizona,...