Contact Center Sales Coach jobs in Essex, VT

Contact Center Sales Coach designs sales training materials on company products, business practices, and contact center practices. Coaches and motivates the contact center staff to meet targeted sales goals. Being a Contact Center Sales Coach supports evaluating sales performance and product knowledge. May require a bachelor's degree. Additionally, Contact Center Sales Coach typically reports to a manager or head of a unit/department. The Contact Center Sales Coach gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Sales Coach typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)

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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 20 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Recovery Coach
  • Champlain Valley Family Center
  • Plattsburgh, NY PART_TIME
  • Champlain Valley Family Center is seeking a dedicated and compassionate PT Recovery Coach to join our Permanent Supportive Housing program. As a Recovery Coach, you will provide support and guidance t...
  • 12 Days Ago

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Project SEARCH Career Coach
  • Howard Center
  • Burlington, VT FULL_TIME
  • We value the many contributions of our staff, and we recognize that every person, every job, contributes to the well-being of the children, adults, and families we serve. I hope you will consider join...
  • 1 Month Ago

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Peer Recovery Coach
  • University of Vermont Medical Center
  • Burlington, VT FULL_TIME
  • Job Ref:R0037273 Location:1 S Prospect, Burlington, VT Category:Mental Health Employment Type:Full Time Hospital:The University of Vermont Medical Center Department:Addiction Medicine Job Type:Tempora...
  • 21 Days Ago

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Shuttle Driver (Part-Time)
  • Premier Coach
  • Milton, VT PART_TIME
  • Premier Motor Coach Drivers are expected to conduct themselves in a professional manner in all aspects of the job and in representation of the Company. Drivers operate a variety of Company vehicles to...
  • Just Posted

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0 Contact Center Sales Coach jobs found in Essex, VT area

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Commercial Manager
  • AtkinsRealis
  • South Burlington, VT
  • The Commercial function provides advice on and analysis of commercial risks in the business, commercial sales and procur...
  • 3/28/2024 12:00:00 AM

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Inside Sales Representative
  • Eastern Industrial Automation
  • Williston, VT
  • Job Description Job Description A well established International Industrial Distributor of Mechanical, Automation, Pneum...
  • 3/27/2024 12:00:00 AM

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Territory Manager - Burlington, VT
  • The Judge Group
  • Burlington, VT
  • ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE. Join Our Community ...
  • 3/27/2024 12:00:00 AM

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SALES REPRESENTATIVE-VT
  • Dennison Lubricants Inc
  • Williston, VT
  • Dennison prides itself on being a family-run business with a large reach and deep history in the lubricants manufacturin...
  • 3/27/2024 12:00:00 AM

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Sales Manager
  • New York Life Insurance Company
  • Colchester, VT
  • New York Life Accelerated Path to Management Program Are you looking for a job where you can use your experience to prop...
  • 3/27/2024 12:00:00 AM

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Inside Sales Supervisor
  • Generac Power Systems
  • South Burlington, VT
  • Company Generac Power Systems Name Inside Sales Supervisor Req # 64055 Employment Type Full Time Shift 1st DR Power has ...
  • 3/26/2024 12:00:00 AM

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Inside Sales Specialist
  • Eastern Industrial Automation
  • Williston, VT
  • Job Description Job Description A well established International Industrial Distributor of Mechanical, Automation, Pneum...
  • 3/24/2024 12:00:00 AM

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Outside Sales Representative - Burlington, VT
  • UniFirst
  • Winooski, VT
  • Ready to join a dynamic and growing organization with unlimited potential? UniFirst is seeking an Outside Sales Represen...
  • 3/22/2024 12:00:00 AM

Essex is the most populous town in the U.S. state of Vermont and the second most populous incorporated area in Chittenden County, Vermont and the entire state of Vermont, with the first (in both cases) being Burlington, Vermont at 42,452 according to a 2015 U.S. census estimate. Essex has an estimated population of 21,199 in 2016. The village of Essex Junction is located within the town, and that village is home to the state of Vermont's busiest Amtrak station and largest private employer, GlobalFoundries. Vermont Route 289 crosses the town from east to west. Essex is located in central Chitte...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Sales Coach jobs
$46,103 to $63,358
Essex, Vermont area prices
were up 1.6% from a year ago