Call Center Coach

Skills, Abilities, Experience & Qualifications:

•High school diploma or equivalent required, Associates or Bachelor’s degree in Business or related field preferred
•Internal candidate must have maintained a quality score average of 90% or above
•Effective listening skills, with the ability to discuss business problems and goals; and translate information into potential solutions
•Strong knowledge of customer care processes and techniques
•Demonstrate the ability to work well in a team environment
•Familiarity with eCommerce and general knowledge of core systems including Websphere, DOM, Calabrio, SalesForce, Sugar, Putty, etc. strongly preferred
•Familiarity with Microsoft Office programs including Word, Excel, and Outlook preferred
•Understanding of Tailored Brands Contact Center and retail business principles strongly preferred
•Excellent interpersonal, verbal, and written communication skills, with a high level of comfort in recommending and implementing solutions
•Ability to take initiative and be proactive with problem solving and follow through
•Strong analytical, organizational, prioritization, and time management skills
•Ability to work efficiently in a deadline driven environment, while effectively managing associated stress
•Demonstrated ability to pay strict attention to detail and deliver high quality results in a deadline driven environment
•Demonstrated successful experience applying analytical skills and project management methodologies and practices
•Strong time management, team collaboration, and process improvement skills
•Ability to easily accept and adapt to change and new challenges
•Flexibility to work nights, weekends, holidays, and additional hours as needed based on business demand
•Houston, Texas area resident
•Authorized to work for any employer in the United States
•Ability to pass a thorough background check

Work Environment, Physical & Mental Demands

•Ability to sit and work at a computer keyboard for extended periods of time
•Ability to stoop, kneel, bend at the waist, and reach on a daily basis
•Able to lift and move up to 25 pounds occasionally
•Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
•Regular and on-time attendance
•Ability to work at least 40 hours per week from the Company’s Houston, Texas corporate office with flexibility based on project needs

Note: To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or
ability required and are not intended to be an exhaustive list of all duties, responsibilities or
qualifications associated with this job.