Senior PEER Coach

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Auxillium is the most unique call center in the US, and we are designed to support smaller call center projects both in-house and remotely. We help start‑ups, smaller companies, and those that are outsourcing for the first time to build an enhanced Customer Experience. Auxillium offers business to business and business to consumer call center support in many different industries such as: sports, gaming, healthcare, dispatch, worker’s comp, medical research, and financial services.

We believe in providing exceptional service to our clients and their customers, via excellence in quality, accuracy in data entry, and continued process improvement. We are passionate about helping employees learn, grow, and achieve a desirable career path. We are looking for self‑starters who are interested in a genuine Career Opportunity! We recognize that our employees are the reason for our success, and we strive to hire individuals with a persistent, positive attitude.

At Auxillium, you will receive the support and tools you need to meet your goals and build a meaningful career. We are seeking dedicated, reliable individuals who exhibit our core values and are passionate about providing quality and excellence in the work they complete.

• Lead and manage a team of 15+ Support Specialists (Call Center Environment) working the dispatch project.
• Train new hires for Cable & Telecom and Power & Gas dispatch project.
• Deliver timely feedback to support specialists through multiple channels i.e., live monitoring, remote listening, email and video calls, etc.
• Deliver PEER huddles and conduct regularly scheduled rumble team meetings for the dispatch project.
• Complete Quality Assurance for Dispatch Specialists to ensure support staff is performing according to guidelines for multi‑channel support (incoming, outgoing calls, and emails).
• Successfully execute new company rollouts.
• Ability to resolve complex employee, customer, and client problems.
• Have a high aptitude and propensity for continuous self‑improvement.
• Report daily to the Project Manager and President with respect to the day’s activities, efficiency, productivity and quality.
• Analyze team performance to drive improvement in key performance indicators and close performance gaps.
• Provides coaching and instruction in a supportive fashion to the team pertaining to product knowledge and skills‑based training.
• Implement Client procedures, workflows and strategies that continuously improve the client’s product and services.
• Deliver client reports in a timely manner.
• Collect data analysis and compile talking points for client meetings.
• Use automation technology to optimize call center queues and workflows.
• Work effectively with Senior Leaders and Executive Management.
• Maintains the integrity of customers, clients, and operations and relationships by keeping information confidential.

• 1-2 Years previous experience in a (Call Center) Customer Service and/or Sales.
• 1-2 Years previous experience in strategic planning.
• 3-5 Years in a leadership role of any type.
• 3-5 Years managing a team of more than 10+ individuals.
• Highly proficient in computer software, i.e., databases, CRM, and Microsoft office.
• Self‑starter and ability to own projects from initial question development to rollout.
• Organizational and leadership skills with attention to detail.
• Outstanding communication skills (written and oral).
• Other duties and responsibilities as assigned related to the stated job function.

Full-time/Permanent

To be discussed in interview dependent on line of business hours of operation. This position may be required to work holidays.

Position hourly rate range $17.00 - $20.00 based on experience, qualifications and education. To be discussed in interview.

Auxillium offers a competitive benefit package for full time regular employees which includes competitive pay rate, paid time off program, 401K, medical, dental, and vision plans. For part time employees a pro‑rated paid time off program and 401K.

Mid‑Senior level

Full-time

Other

Business Consulting and Services

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