Essential Duties & Responsibilities:
- Hiring, training, and preparing Learning Coaches to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring Learning Coaches understand and comply with all call center objectives, performance standards, and policies.
- Answering Learning Coach questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating Learning Coach performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Analyzing data to assist management as they determine call center goals.
- Working with the Learning Coach Manager to support agents and maximize Learner satisfaction.
Job Skills:
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations.
Work Experience:
- Call center, customer service, or supervisory experience required.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Post secondary education industry experience a plus
Education:
- From an accredited institution; Bachelor’s degree required
Certificates, licenses and registrations:
- N/A
Other:
- Must be able to travel 0-10% of time.
- Must be able to lift 0lbs.
- Typical office setting.
- Mobility within the office including movement from floor to floor.
- Travel via plane, car, and metro may be required to perform this job.
- Must be able to work more than 40 hours per week when business needs warrant
- Access information using a computer.
- Effectively communicate, both up and down the management chain.
- Effectively cope with stressful situations
- Strong mental acuity
- Regular, dependable attendance and punctuality are essential functions of this job.
- Other essential functions and marginal job functions are subject to modification.
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SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.
