Virginia Council

Alorica

El Paso, United States

02.2007 - 04.2023

Responsible for day to day operation of project, intercepting escalated calls, coaching agents on KPI's and how to improve their stats
Provided all new higher agents with 4 to 6 weeks of training consisting of live use of production systems and using during live calls
Develop and implement training programs to enhance employee skills and knowledge in line with company goals and industry best practices
Develop and implement strategies to optimize employee performance and productivity in order to achieve company goals and objectives
Conduct regular assessments of agents' performance and provide constructive feedback for improvement
Monitor and analyze agent performance data to identify areas for improvement and provide targeted coaching and feedback to enhance performance and productivity
Create and maintain a positive and inclusive work environment that fosters teamwork and collaboration
Ensure compliance with all applicable federal, state, and local laws and regulations, as well as company policies and procedures
Develop and implement strategies to improve agent retention rates and reduce turnover.
Led training classes and recorded instruction for later use.
Analyzed employees' feedback after each training session to assess the effectiveness of the program.
Answered 10-20 calls per shift to assist with customer questions and concerns.