It's fun to work at a company where people truly believe in what they are doing!
Provide supervision, training and development to contact center agents and leads.
Develop training curriculum for contact center agents and facilitate training classes as needed.
Monitor/review phone agent performance (call quality scores, agent statistics, time entries, attendance, escalations, etc.).
Ensure the team is adhering to the company's/clients policies and procedures.
Workforce Management: Ensure the team is adhering to their schedule and that they are utilized appropriately.
Ensure time entries for your entire team are accurate.
Act as a liaison between the phone agents, management, and client services. Ensure all parties are informed appropriately.
Update scripting/procedure changes in our knowledge base as needed.
Interview potential candidates as needed.
Walk the floor, field questions, perform side by sides, and generally be available to your team.
Bachelor's degree in Communications, Social Studies, Legal field preferred but not required (could be substituted by relevant job experience.
Call center experience required. Must understand call center demands and metrics.
Strong communication skills in reading, writing, and speaking English
Must have strong experience the areas of staff development and direction, training, quality control, and document preparation.
Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
Epiq Systems, Inc.