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Engagement Manager

Company Name:
ACCENT - Corporate Operations
Responsible for all aspects of managing inbound/outbound customer service/sales program. Includes assisting, developing, managing, and supporting Engagement Specialists, and ensuring program goals are met.
Manage all aspects of assigned program(s), including incentive plans, team motivation, quality, productivity, and profitability.
Serve as the Operational point of contact for the client to assist with the growth of the program, calibration sessions, on-call escalations and system/program enhancements.
Develop Engagement Coaches so they can effective coach and develop Customer Service Representatives (ESs) on problem-solving and customer service skills.
Ensure Engagement Coach maintains engagement specialists operational files, including attendance records, evaluation forms, coaching session and corrective action documentation, and other performance-related documentation
Update the Engagement Center Director on a daily basis on status of program(s); alerts appropriate personnel if a program is in any way "at risk".
Ensure all customer service issues are addressed and resolved in a timely manner; communicate unresolved issues to Operations Manager.
Recommend program enhancements to improve program quality, productivity, and cost controls; implement approved changes.
Coordinate with Workforce Management to ensure proper phone coverage; prepare and maintain schedules
Assess resource needs with People Services Managers; participate in applicant screening, interviewing, and training.
Prepare and distribute daily, weekly, monthly and quarterly reports and as necessary prepare and present operational performance in Quarterly Business Reviews with client and client services.
Maintain assigned program files, including copies of daily reports and all program-related correspondence.
Evaluate Engagement Specialists and Engagement Coaches performance on a regular basis, make developmental action plans and implement disciplinary actions as required.
Communicate payroll information for assigned employees to corporate, including hire/termination reports.
Keep work area neat and clean.
Maintain a positive attitude and support ACCENT's Commitment to Excellence.
Perform other duties as assigned.
Minimum two years customer service and/or sales experience.
Minimum one to three years management experience
Experience with MS Office (Word and Excel)
Engagement center experience preferred
High school diploma required. College and/or professional training preferredProficient with PCs, especially Microsoft Word and Excel.
Demonstrated leadership ability.
Demonstrated ability to work a flexible schedule.
Detail and process oriented.
Strong organizational skills.
Excellent interpersonal and telephone skills.
Professional attitude, enthusiastic, and reliable.
Effective written and verbal communication skills.
Date: 2014-06-25
Country: USA
State: AR
City: Hot Springs
Postal Code: 71913
Category: Operations - General Management

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