Engagement Coach

Company Name:
ACCENT - Corporate Operations
Responsible for working with the Engagement Manager to ensure all program goals (internal and client driven) are met. Includes managing, providing feedback, and developing Engagement Specialists (ESs).
Update program status to Engagement Manager on a daily basis; alerting them if the program is in any way "at risk".
Address any customer service issues in a timely manner.
Communicate any unresolved customer service issues to the Engagement Manager immediately.
Assist, support and develop ESs through periodic one-on-one coaching sessions to ensure employees provide the highest level customer service, sales (if applicable) and problem solving skills and 100% program efficiency.
Maintain ES personnel records, including attendance records, evaluation forms, all documentation regarding coaching sessions (including any corrective action documentation), and any other information related to employee performance.
Help establish and communicate ES goals and objectives, including quality standards.
Recommend enhancements and improvements to overall program operations.
Implement recommended and approved program changes.
Assist Engagement Manager in ensuring proper program phone coverage, including increasing/decreasing personnel.
Maintain program files, including daily reports and any correspondence.
Evaluate employee performance and make recommendations for development, including disciplinary actions; complete semi-annual appraisal on each program ES.
Communicate payroll changes to Engagement Manager and People Services Manager
Participate in screening, interviewing and on-the-job training of new ESs.
Keep work area neat and clean.
Assist with the Opening and Closing of the site as scheduled
Help with the branding of the program area to represent the clients goals and objectives
Maintain a positive attitude and support ACCENT's Commitment to Excellence.
Perform other duties as assigned.
Proficient with PCs, especially Microsoft Word and Excel.
Demonstrated leadership ability.
Demonstrated ability to be flexible with regard to work schedules.
Detail and process oriented.
Strong organizational skills.
Excellent interpersonal and telephone skills.
Professional attitude, enthusiastic, and reliable.
Effective written and verbal communication skills.
Ability to work a flexible schedule.Minimum one year customer service and/or sales experience.
High school diploma required. College and/or professional training preferred.
Experience with MS Office.
Date: 2014-06-25
Country: USA
State: AR
City: Hot Springs
Postal Code: 71913
Category: Operations - General Management

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