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DUTIES AND RESPONSIBILITIES

Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.

Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.

Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.

Provide a career path for the Advisors who would like to level up through an effective and comprehensive training plan.

Carry out needs, assessments, and performance reviews to officers.

Set and meet performance targets for efficiency and quality.

Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.

Practice and ensure compliance with all policies and procedures of the company.

Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.

Coordinate with Recruitment, IT, and liaising with the HR team.

Perform other duties as assigned.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.

Summary of role requirements:

Flexible hours available

2-3 years of relevant work experience required for this role

Working rights required for this role

Full time