This position requires extensive interaction with each consultant on a daily basis and including feedback, coaching and development / disciplinary plans, as needed.

Monitoring of employee performance through side-by-side and remote observations; reviewing results with each employee on a consistent basis; providing coaching and identifying additional training to assist consultants in reaching required objectives; utilizing web-based PC tools and other reports in working with team; acknowledging progress and addressing areas of opportunity on a team and individual basis.

Working closely with center staff and manager to identify appropriate coaching plans for all employees(hourly and management) in all key metrics; supervise the actions to achieve daily and monthly objectives; developing and maintaining all necessary records and documents associated with employee performance.

Maintaining a strong knowledge of all products, practices and polices required to lead and develop a team; participating in constant dialogue with center manager and peers to share best practices and taking all necessary steps to change behaviors through coaching to performance.

Adhere to Code of Business Conduct and take personal accountability of own professional development. Effectively organizing and planning work, setting priorities and executing action plans.

Provide leadership that supports the customer contact vision and strategy.


Experience in sales support / customer service call center environment
* Experience supervising consultant personnel (or have been in an acting capacity)
* Preferred knowledge of call center systems: COFEE, SSP, Coach's Aid, etc.
* PC skills - experience working with Microsoft Office applications (Word, Excel and Powerpoint)
* Communicate and work effectively in a union environment

Preferred Qualifications
* Ability to quickly establish and maintain an effective rapport with individuals of diverse backgrounds and professional levels
* Ability to review and analyze call center reports and make coaching recommendations
* Mastery of coaching to performance and sales process
* Excellent written communication skills with the demonstration clear and articulate speaking, as well as concise and effective documentation
* Create a positive work environment by motivating, recognizing and engaging employees through proper communication and equitable application