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Job Field: Retail / Wholesale Jobs
Location: SALT LAKE CITY, UT
Job Type: Full Time

JOB SUMMARY:

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Key Duties / Responsibilities Overall development of Customer Care Specialists (45%) * Effectively lead, coach, train, develop and support Center employees to ensure attainment of Center performance objectives. Gives constructive feedback, coach and conduct corrective actions on employees related individual performance. Work closely with the Performance Coach by establishing a daily game plan to ensure quality guidelines and performance strategy is consistently performed. Partner with the Performance Coach to provide effective feedback on call performance. Ensure appropriate training for new and existing employees. Ensure appropriate resources are allocated for employees to effectively accomplish their job; monitor Team and Centers performance and provide support and feedback for team and other center employees. * Exercise strategic plan to grow Specialists and Performance Coach to meet and exceed all assigned Key Performance Indicators (KPI's) * Monitor and update Team Statistics to track performance for feedback, incentives and Performance Reviews (coordinate with Reporting Analysts). Oversee reporting for accuracy * Support and develop Specialist and Quality Coach by responding to questions and providing feedback, coaching, communicating information, and training. Conduct one-on-one sessions with Specialist. Prepare and conduct Performance Reviews, Individual Development Plans (IDP's), and Business Excellence Agreements (BEA's). * Partner with the Performance Coach to develop employees and perform the Quality Assessment process including but not limited to; listening to calls and providing feedback on call quality (non-scored call coaching) * Support new Specialist training program. Oversee transition/training of new team members as well as training for existing team members. Coordinate with Performance Development resources on special training needed for team members. * Participate and when appropriate lead recognition programs specific to Specialist including team building activities and events * Coordinate with Manager and Human Resources to determine appropriate corrective actions up to and including termination for performance, conduct, quality, and attendance * Encourage team member participation in Company Programs (United Way and other community involvement, etc.) * Take supervisor (escalated) calls Communication (25%) * Ensure effective internal and external communication (ensures timely communication) of information to employees. Communicate special Customer problems/issues to the Center Management team, Plant Employees, and Sales Employees as appropriate. Ensure timely and accurate reporting of team activity. Communicate any personnel issues/concerns to Center Management and Director. Communicates regularly with Workforce Team, Performance Development and Human Resources. Communicate regularly with Performance Coach, Manager, and other support staff regarding employee and team performance. * Provide inputs to overall center and Customer Sales Service Communication Strategy as it impacts the Customer Care Specialist * Communicate information and updates to team members (respond to voice mail and e-mails, etc.). * Effectively Lead Team Meetings by promoting employee engagement. * Attend, participate and when appropriate leads meetings required and/or assigned by Manager

KEY REQUIREMENTS:

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Associates