TELEPERFORMANCE USA Looking for Team Leader of Customer Experience, Licensed Health Insurance Agent at Raleigh, North Carolina Full Time

Overview: Develop, implement, assess and improve day-to-day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures Responsibilities: – Ensures daily performance metrics are being met or exceeded, ie, quality, service level and schedule adherence metrics – 80% of your day will consist of coaching and educating agents on how to improve their performance – Create an environment focusing on fun, enthusiasm and accountability – Take initiative and show leadership by creating performance improvement plans – Administer coaching and disciplinary action when appropriate – Handle both internal and client led performance discussions – Perform other related duties and assignments as required and as assigned by supervisor or other management – Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately Qualifications: – College degree preferred or equivalent work experience required – Licensed to sell healthcare insurance, experience in healthcare insurance industry.

– Minimum 2 years call center supervisory experience in high paced customer focused environment – Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others – Solid organizational, administrative, leadership and time management skills – Ability to demonstrate personal ownership of tasks and follow through to obtain desired results – Must have a keen sense of attention to detail – Skilled in determining why and how tasks should be attempted and their effective completion – Proven experience in overcoming unexpected difficulties and using logical problem-solving skills – Typing speed of 25 wpm – Excellent written and verbal communication skills consistent with North American business standards – Must have availability to work various shifts influenced by current business needs – High school diploma or GED required – Excellent attendance history is required – Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks.