Dialog Direct
  • Operations
  • Waukesha, WI, USA
  • Full Time

Medical, Dental, Vision, 401K

Ensure maximum employee performance, effective coaching and motivational skills. Candidate will be responsible for effectively supervising an assigned team of Customer Service Advocates to achieve maximum results and ensure all expectations are met and/or exceeded as well as evaluate and execute appropriate action to improve or recognize employee performance. Candidate must have a positive attitude and must be able to work nights and every other weekend. 

Key Responsibilities

  • Supervise advocates in a call center environment to provide quality customer service and achieve superior customer satisfaction
  • Provide daily supervision, mentoring and coaching to advocates
  • Initiate and implement programs to achieve established customer goals
  • Provide tools, and resources to meet or exceed operational and contractual performance goals
  • Ensure compliance with company policies and procedures
  • Maintain accurate advocate job performance records including attendance and payroll
  • Facilitate advocate career development
  • Make recommendations to improve efficiencies or desired results
  • Maintain positive client/customer relationship by meeting performance expectations

Qualifications and Skills 

  • High School Diploma or GED, some college coursework preferred
  • Thorough understanding of Call Center operations, principles and metrics
  • High level of computer literacy
  • Experience with working in high volume call center, managing and directing teams
  • Track record of leading teams to achieve extraordinary goals
  • Skilled at supervising work for a team of individuals with differing levels of skill to enable them to achieve performance and quality standards
  • Working knowledge of Microsoft Office applications required and desire to learn new things
  • Ability to respond to inquiries or concerns of customers, advocates and management
  • Detail-oriented, must be comfortable working independently and capable of multi-tasking in a fast-paced environment
  • Excellent oral and written communication skills required

About Dialog Direct Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 4,500 team members across 12 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

 Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity. All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

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