Job Summary
Support internal operations teams, particularly the Queue Team, to drive improvements in efficiency, quality, and other related processes by working closely with the Operations Team and the Training Team.
Responsibilities

• Work with leadership and training teams to map out, develop and implement comprehensive training program that includes assessments, certifications/badges and increasing skillsets, to go along with career pathing for operations employees. This role will own the development and implementation of such a program.
• Coordinate new-hire nesting to ensure a successful transition from new hire training into operations, including but not limited to:
  • Daily routine of CSR
  • Workday
  • CEA
  • Metrics
  • OPR
  • Side X Sides
  • One on One's
  • Encourage use of CSR Playbook and the Source
• Partner with Operations and Training to implement and improve post new hire training with a focus on handling existing work order calls and improving processes
• Coordinate with Quality Assurance and Training Teams to identify training needs and execute learning & development responses to those needs
• Ensure content produced by the Training team for additional trainings for the Queue is accurate and effective
• Assist with assessments to test retainment of information and identify opportunities for additional training and process improvements
• Support the rollout of new technology updates and process changes, make recommendations regarding best approach to implementing changes
• Regularly review current procedures for accuracy and keep procedure documentation updated as changes occur.
• Host focus groups to gather feedback on process improvement, dial in to the Queue CSR audience to present them with upcoming rollouts and seek feedback
• Create procedures for the Digital Team and actively work to streamline that role
• Support Team Leads to provide CSR coaching, identifying TL development opportunities
• Provide support to training team on enhancing The Source to be more effective

Professional Skills

• Customer Service - Advanced
• Verbal Communication - Advanced
• Written Communication - Advanced
• Training leadership - Proficient
• Teamwork - Advanced
• Organizational Awareness - Proficient
• Learning Agility - Advanced
• Analysis - Proficient
• Process Orientation - Proficient

Role Specific Skills

• Computer Skills: Proficiency in Microsoft Office and Google Sheets required
• System Experience: Amazon Connect, Saba, Verint, or other quality assurance applications required

Qualifications
Minimum Qualifications

• 4-5 years of experience in call center operations with experience coaching and training

Other Relevant Qualifications

• Bachelor's degree preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.