Call Center Coach in Lakewood, CA at Eliassen Group

Date Posted: 10/28/2019

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Lakewood, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/28/2019

Job Description

Eliassen Group is seeking a Call Center Coach for a leading and highly-innovative national nonprofit in Lakewood, CA. As a Learning Analyst, your focus will be to gain a deeper understanding of our client's contact center channels, and support their efforts to provide a best-in-class consumer experience. You'll have the opportunity to hone in on quality assurance acumen, and make a big impact on the organization's priorities to help chart a path to a consumer-centric state. 

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities of the Call Center Coach: 

  • Monitor assigned contact center channels, review actions taken toward resolution, conduct research, and make suggestions for improvement
  • Review Complex transactions taken by contact center agents to resolve member inquiries 
  • Participate in calibration sessions for all channels
  • Review relevant feedback and provide solutions
  • Stay current on best practices and current projects impacting the contact center 
Requirements of the Call Center Coach:  
  • Bachelor’s degree or equivalent experience
  • At least 3 years of contact center experience and knowledge of current contact center processes and procedures
  • Experience with contact center tools (CRM, Knowledge Base software) 
  • Ability to review and evaluate contact handling in all contact channels according to established quality assurance standards
  • Demonstrated understanding of drivers of FCR, dissatisfaction and AHT
  • Exceptional verbal and written communication skills
It's a plus if you are bilingual! (English / Spanish)

Keywords: Call Center Coach, CRM, Knowledge Base, Contact center

Job ID: 331440

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!