|
November 26, 2012
LOCATION: Sears Customer Support Centre (Belleville) POSITION: CTAC Parts Performance Coach STARTING RATE: $11.23 - $16.85 AVAILABILITY: 8:00am-10:00pm, Sunday - Saturday STATUS: Full Time
POSITION SUMMARY: Reporting to the Team Manager, this position will be responsible for monitoring and evaluating assigned associate skills, knowledge and adherence to the centre’s quality and quantity standards and expectations. You will play an important role in mentoring skills practice and reinforcing good behaviors. Through various methods you will provide documentation to management that will review and identify best practices; output is recorded to provide formal and informal feedback to the team specialists. Participate regularly in quality calibrations and/or technical assessment activities.
MAJOR RESPONSIBILITIES: - Answer and complete customer escalation calls and/or customer escalation contact duties, during regular scheduled hours using the appropriate quality contact guidelines.
- Monitor live and recorded inbound and/or outbound contacts. Provide accurate and detailed quality contact evaluations, highlighting achieved performance standards and opportunities for specialist’s improvement.
- Coach specialists on call quality feedback, call flows, processes, procedures, policies, standards and operational expectations. Provide customer service and technical support to team and/or centre. Develop and deliver roundtable discussions/presentations on a variety of topics.
- Perform coaching analysis on customer and technical performance reporting for their team. Escalate ongoing performance coaching to Team Leader for creation of an individual performance plan and assist in developing coaching plans and training needs.
- Identify specialist’s needs and problem areas to provide peer to peer feedback to team members. Reinforces good behaviours through various methods, such as: skills practice, mentoring, taking live calls with the specialist listening.
- Attend call calibrations sessions and must maintain an approved status in order to continue monitoring. Attend all scheduled formal and informal training sessions. May provide product, technical or customer service training on an ad hoc basis.
- Work in compliance with all laws and regulations and attend or complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others.
- Perform other duties as required.
QUALIFICATIONS: - Demonstrated oral/written communication skills
- Experience in sales and customer service
- Good computer skills, including keyboarding and data entry
- Problem solving skills
- Demonstrated coaching and training skills
- Strong business acumen
- Strong organizational and planning skills
- Strong interpersonal skills
- Strong computer skills, ability to multi task and navigate through various systems and screens
TO APPLY: Please submit your cover letter and resume to Human Resources on or before December 3, 2012
Internal Applicants: Complete the internal application and ensure your Leader completes the applicable portion. As a general guideline, all associates should have a minimum of 12 months in their current role; performance must be in good standing and should have discussed their career development plans with their current manager before applying. Please ensure Talent Acquisition receives your updated cover letter and resume with the internal application. Any associates who do not meet these requirements may be screened from the hiring process.
Although we appreciate the interest of all applicants, we must advise that only applicants selected for further consideration will be contacted.
|
This Job has closed.
