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Job Description
Job Title Agent Performance Manager - Call Center
Job ID 757835
Location Phoenix,  AZ
Other Location
Description Career Evolutions is searching for an Agent Performance Manager for a fast-growing business-to-business marketing company headquartered in Tempe, AZ. This position is located in Goodyear, AZ, it’s a full time position with compensation up to $70,000 + Bonus + Benefits.
Job Title: Agent Performance Manager
Job Description: As an Agent Performance Manager you will be responsible for building and developing agent teams to ensure successful execution of Client projects by effectively supervising and coaching calling agents and managing the acquisition and retention of needed skill sets. You will continuously monitor agent performance, assess training and developmental needs, and work with agents to ensure continuous improvement and make sure the agents have the ability to successfully handle campaign calls, and achieve campaign metrics and results.
Key Responsibilities:
  • Work with the Customer Service Manager to ensure that agents are successfully prepared for client interactions.
  • Identify behaviors of high performing agents and train others in like behaviors.
  • Conduct daily reviews and manage agent performance through use of contact and conversion rate metrics. Coach agents on how to improve contact and conversion rates by observing call behaviors, and system usage.
  • Calibrate performance on a regular basis with agent.
  • Manage agent scheduling so that campaigns are conducted according to the contact model and Client requirements, balancing all campaigns according to predetermined priorities.
  • Collaborate with the management team across call centers to establish, document and transfer best practices.
  • Actively participate in the recruitment and hiring process for calling agents.
  • Bachelor Degree or equivalent experience required
  • 3+ years’ successful supervisory or management experience with heavy emphasis on team development required
  • 2+ years’ call center experience preferred
  • Excellent knowledge of telephone sales and lead generation programs
  • Strong understanding of call methodology and coaching techniques associated with each element
  • Ability to drive staff performance improvement through effective application of coaching and development techniques
  • Understanding of inbound/outbound calling techniques and selling methodologies with an emphasis on quality results
  • Skilled at handling human interactions in a positive manner
  • Excellent written and verbal communication skills
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