Contact Center Quality Analyst, Sr. jobs in Passaic, NJ

Alpaca Services, LLC, is looking for a motivated and experienced Call Center Supervisor who can coach and inspire both inbound and outbound patient care representatives (“PCR”) in our new Springfield, Missouri center. The Call Center Supervisor will take the lead in the training process, ensuring that every PCR is well prepared to assist our patients. Additionally, this highly skilled supervisor will continue to support the PCRs post training by monitoring progress, ensuring goals and expectations are met, answering questions, and providing them ongoing coaching and encouragement. The ideal candidate should be sales/goals driven and passionate about our business and should also be analytical, supportive, and prepared to act as a resource.

Responsibilities:

• Train/prepare PCRs to respond to customer questions and complaints and troubleshoot problems with services or products.
• Oversee and set activity and milestone/sales targets for outbound calls.
• Ensure that agents understand and comply with all customer service objectives, performance standards, and policies.
• Set clear team goals and KPIs.
• Measure performance with KPIs such as call waiting, productivity, etc.
• Answer agent questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Prepare reports and analyzing data to assist management as they determine call center goals.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.

Requirements:

• Associates degree or higher.
• Minimum of 3 years Call center, customer service, sales, and supervisory experience.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Must be proficient in Excel.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Additional Preferred Skills:

• Ability to work independently with accountability and ownership.
• Planning, organizing and multi-tasking skills along with disciplined time management.
• Attention to detail and follow through.
• Focus through ambiguity.
• Persuasive approach to influence outcome.