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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to manage and develop a team of associates while ensuring performance standards are met. Proficient in utilizing analytical skills to monitor KPIs and resolve customer escalations effectively.
Highest-signal resume keywords
Team SupervisionPerformance EvaluationCustomer Escalation ResolutionMicrosoft Office ProficiencyAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI MonitoringAction Plan ImplementationCustomer ServiceSales ExperienceCall Center Experience
Soft Skills
Excellent Communication SkillsOrganizational SkillsInterpersonal SkillsMultitasking AbilityDependability
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook
Industry Keywords
Associate CoachingProduction Floor ManagementClient CommunicationAssociate SelectionFast-Paced Environment
About the role
Key responsibilities & impact- Supervise and manage a team of associates daily
- Coach and teach associates to meet or exceed Everise and client standards
- Monitor, track and evaluate associate performance using predetermined KPIs
- Provide personal feedback to associates to ensure goals and standards are met
- Maintain a constant presence on the production floor and interact with associates
- Ensure systems are functioning properly and associates remain engaged in productive work
- Create and implement written action plans for underperforming associates
- Resolve customer escalations
- Communicate between contact center management, client and associates
- Participate in associate selection and interviewing
- Provide on-the-job or up-training as needed
Requirements
What you’ll need- Bachelor’s degree in related field from a four-year college or university, or 1 year experience in customer service or sales, or equivalent combination of education and experience
- Previous call center experience preferred
- Prior supervisory or leadership experience preferred
- Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
- Excellent oral and written communication skills
- Strong organizational and interpersonal skills
- Schedule flexibility
- Analytical and problem-solving skills
- Strong ability to multitask
- Ability to function in a fast paced environment
- Dependability regarding completion of assignments and attendance
- Ability to pass a drug screen and background check
Benefits
Comp & perks- Robust work at home program
- People-first culture
- Diversity and inclusion-focused workplace
- Opportunity to work for a global experience company
- Best Place to Work culture and awards