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Telesales Specialist-Monitoring Specialist - Agilent Technologies
Sep 30
Location: Wilmington , DelawareCategories: All Categories
Website: http://www.agilent.apply2jobs.com
Position Description
We are currently looking for a proactive and motivated Telesales Specialist to interface with customers and where you are an active player in Agilent’s sales cycle. This experienced individual will be responsible for increasing the quality of our phone interactions with our customers.
Responsibilities
Monitors Customer Service Representatives/Telesales Specialists incoming customer calls.
Evaluates and scores handling against predetermined quality criteria (greeting, voice inflection, quality/accuracy of information provided, problem resolution, etc.)
Prepares written evaluation of calls and coaches Specialist on results to help improve performance,.
Identifies needed performance improvements and training needs, and provides input to Manager.
Conducts follow-up evaluations to assess effectiveness of training and to determine if desired performance improvements are being realized.
Performs various administrative duties regarding call monitoring and training.
Generates statistical reports on results of call monitoring on a weekly and monthly basis.
Provides back-up phone coverage during periods of heavy call volume.
Qualifications:
• BS/BA degree or equivalent experience
• Minimum three years previous call center customer service experience
• Job requires demonstrated ability to listen carefully and evaluate what has been heard against effectiveness criteria. Must have experience delivering training sessions, and conducting one-to-one discussions and coaching regarding results of call monitoring evaluations.
• Experience delivering formal presentation of trends or other business related information to management and staff.
• Excellent written and oral communication skills.
• Experience establishing and maintaining effective working relationships with staff at levels that permit call monitoring and improvement suggestions to be seen as objective and constructive.
• Experience identifying deficiencies in delivery of customer service based on established quality criteria and determining needed improvements.
• Microsoft Office Suite knowledge.
• Experience prioritizing and multitasking.
• Experience performing calculations using basic operations and percentages to score evaluation and prepare reports.
Travel: Occasional
Job Requisition: 2027497
