Lead Customer Experience Agent

Alorica•Saint Joseph, MO

8h•Onsite

About The Position

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. The CSR – Lead performs work in a call center environment providing expert or general guidance / direction, training and technical assistance to production and support personnel as well as directs the work of other associates and contributes to their professional development. Work is performed under general supervision. The CSR – Lead functions as the Subject Matter Expert, providing quality customer service and / or sales in a professional and polite manner with the intent of providing customer satisfaction and retention and meeting program goals.

Requirements

Need at least 7 years background in Quality

Responsibilities

Receives and handles calls
Responds to customer inquiries that go beyond typical scripted responses
Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals
Provides immediate feedback to customers problems/concerns using proper telephone etiquette
Attends scheduled meetings as required by the Team Manager
Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance
Monitors and provides agents with feedback on quality using standard coaching methods
Assists in delivering team briefings and huddles
Makes attempts to resolve issues and deescalate issues from dissatisfied customers
Assumes responsibility (leads) for producing desired performance results
Takes the lead in applying new processes and teaching them to others
Supports Team Manager with reporting requirements.
May perform other specific duties as necessary and required by program/account
Maintain Quality Assurance Performance Standards
Strive to meet or exceed productivity goals
Maintains and updates customer information as necessary
Analyze performance data to identify trends, gaps, and improvement opportunities
Prepare and maintain quality reports, dashboards, and scorecards
Provide actionable feedback and coaching recommendations to agents and team leads
Collaborate with operations and training teams to improve processes and KPIs