Career Evolutions is searching for an Agent Performance Manager for a fast-growing B2B marketing company based in Goodyear, AZ. Full-time position with compensation up to $65,000 + Bonus.
Job Title: Agent Performance Manager
Job Description: You will primarily be responsible for generating revenue by processing campaign hours and deliverables that meet or exceed Client expectations for volume and quality. You will oversee the execution of multiple campaigns for one or more Clients, ensuring that agents are adequately trained and have the competency to perform the requirements of the campaign. You will monitor performance of all campaigns assigned to your agents, coordinating with other Managers and Teams when necessary, and ensure safety and security of agents at the call center.
Key Responsibilities:
Manage the schedules and schedule adherence of agents to ensure achievement of target revenue per hour; ensure campaigns are started and completed on time, and that Client expectations are met or exceeded
Ensure effective execution of Client campaigns, including preparation of agents through engagement of Training & Development and members of the Client Success team
Fully understand the Client’s requirements, products, services, data requirements, and messaging, to appropriately direct, support and coach the agents assigned to the campaigns.
Provide direction and support to calling agents, including timely feedback on all aspects of the calling agent’s activities; to build a high performance team; seek continuous improvement, and encourage agents to strive for ever greater achievement
Provide input and feedback regarding campaign execution, strategy, messaging, call flow, scripting and data
Maintain ongoing communication with Client Success regarding active campaigns, and work with Client Success to provide relevant information to Clients; participate in Client meetings
Review, assess and provide feedback on agent performance daily, providing appropriate feedback to agents and teams on metrics, contact rates, conversion rates, system usage, data management, standards and goals achievement
Lead agents in assessing their call performance individually and with team members, providing guidance and coaching on communication strategies and skills that can be used to produce higher conversion rates and higher volume and quality of campaign deliverables
Drive agent performance improvements through effective and timely use of performance reviews, metrics, scorecards, and performance plans, removing agents from projects when results are not being achieved.
Requirements:
Bachelor Degree
3+ years’ of leadership or management experience in the B2B call center industry
Proven ability coaching and developing teams in a fast-paced environment
Excellent knowledge of telephone sales and lead generation programs
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
Proven ability to remain flexible, making schedule adherence and call center coverage top priority, deliver instructions in a clear and concise manner, and provide proper materials and documentation when necessary
