Team Manager
CurrentTraining:· Provides training to Call Center Intake Specialists in a positive manner, keeping a strong focus on the law firm’s (our clients) satisfaction and positive caller experience.· Follows training manuals and direction set forth by Call Center management to ensure consistency of training.· Stays up to date and informed regarding systems, processes, procedures, best practices, etc.· Provides excellent training focusing on consistency and quality assurance.· Utilizes downtime (when call volume is low) effectively and resourcefully focusing on maximizing training time and trainee’s experience.· Identifies ways, whenever possible to make improvements to training materials and training practices.· Brings suggestions for improvements and changes to the appropriate people.· Asks questions and follows up with appropriate resources when questions or inconsistencies arise.· Communicates agent performance/behavior concerns with Call Center management team and Human Resources immediately and appropriately. Core Competencies: Professionalism:· Answers questions, mentors and trains Intake specialists, in a positive, helpful, and respectful manner.· Leads by example in consistently following company policies and procedures.· Reinforces positive performance. Gives and looks for opportunities whenever possible to provide positive feedback.· Uses feedback that is future-focused, offering appropriate guidance and support to trainees. Service/Teamwork· Keeps client satisfaction as primary goal· Shows a willingness to help and be of service to trainees and team.· Supports company objectives of client experience and one call resolution.· Consistently produces well trained Intake Specialists within a designated training timeframe
