It's fun to work at a company where people truly believe in what theyare doing!
Job Description:
Summary
This position is responsible for leading a group of 10-15 contact center agents, conducting quality assurance reviews and providing coaching and monitoring.
Job Responsibilities
• Conduct daily quality assurance reviews and provide feedback and coaching to CS2s
• Manage time card approval
• Assist on the phones when necessary
• Handle escalated calls
• Manage utilization
• Identify escalations trends and work with supervisor on solutions
• Manage escalations reporting
Qualifications
• High school diploma or equivalent
• Contact Center leadership experience preferred
• Ability to effectively communicate with co-workers, peers, and management through written and verbal communication
• Ability to communicate with callers, internal departments and other third parties in a professional manner
• Ability to deal with varied and often difficult personalities while maintaining an even temperament
• Ability to deal effectively with performance problems
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiqs policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individuals race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiqs policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.