The National Consumer Panel has an exciting opportunity available for an Assistant Project Coordinator, QA/Training in our Panel Support Center in Syosset, New York.

Do you have contact center and quality assurance experience, a desire to train and mentor others, and a high level of energy?

Interested in putting your skills to work for a company that has been celebrated as one of the “Best Companies to Work for in New York” for 7 years in a row?

The Assistant Project Coordinator for QA/Training will provide day to day QA related guidance to the Panel Support Center team. The position is responsible for supporting the delivery of quality measurements and working with QA management to help improve the panelist experience. The nature of this position requires the successful candidate to work in our Syosset office at least a few days each week.

In the Assistant Project Coordinator role, you will:

• Monitor inbound and outbound calls for adherence to call handling standards and accuracy of information provided for problem resolution

• Review emails for accuracy of information provided and adherence to communication quality standards

• Complete representatives’ quality monitoring forms

• Develop a positive team relationship by being supportive, visible and easily accessible on work floor

• Create & modify evaluation forms to ensure appropriate capture of key points for an unparalleled customer experience

• Work closely with QA management to ensure that all representatives receive the knowledge, information and skills needed to successfully perform their job function

• Track trends and make recommendations for refresher and/or up-training to the Trainer.

• Assist in taking phone calls or answering emails during peak periods or as needed.

• Maintain a high level of knowledge as related to the company, proprietary technology, call campaigns and the daily functions and operations of the department.

• Assist QA Supervisor in creating QA processes for new channels.

• Assist on Help Line calls and with coaching and training as needed.

Required knowledge/skills:

• Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time.

• Detail oriented

• Training/mentoring skills that focus on improving performance and morale

• Managing multiple priorities in a fast-paced environment and results oriented

• Strong oral/written communication skills

• Customer Service, organizational, interpersonal, motivational skills and the ability to interface with all levels of staff and management

• Possesses a great attitude, professionalism, high level of energy, enthusiasm.

Qualifications we are looking for:

• High School Diploma or GED equivalent or related work experience

• Two-year Associates degree preferred

• Prior QA and/or training experience in a contact center environment preferred, or equivalent combination of experience and education

• 3 + years Contact Center experience (Inbound, Outbound and Email functions)

• 1 + years of Quality Assurance experience in a call center environment

Business Hours:

• Flexible:

9 AM– 5 PM with alternating Saturdays  10 AM – 6 PM

1 PM – 9 PM with alternating Saturdays  10 AM – 6 PM

• Hybrid Role

• Candidate must be able to work on-site in Syosset office at least a few days per week

Contact

Jane Slater
Director, Human Resources
[email protected]

Lisa Fox
Panel Support Center
[email protected]

The National Consumer Panel has an exciting opportunity available for a Team Lead in our Panel Support Center in Syosset, New York.

Do you have strong supervisory skills, solid customer service experience, and a desire to motivate a team?

Interested in putting your skills to work for a company that has been celebrated as one of the “Best Companies to Work for in New York” for 7 years in a row?

The team lead position will oversee the National Consumer Panel Contact Center’s day to day tasks and provide guidance to the team. The nature of this position requires the successful candidate to work in our Syosset office at least a few days each week.

In the Team Lead role, you will:

• Actively monitor teams’ and individuals’ performance plus manage adherence to schedules to achieve productivity and quality service levels

• Motivate, coach, and develop the technical and customer service skills of our specialists and Assistant Team Leads

• Oversee incoming panel member requests to ensure quality customer service and adherence to policy; escalate within NCP as required

• Provide daily motivation and recognition of team members

• Create and deliver required reports for management; use results to balance workload within the team

• Actively participate in company projects and transfer knowledge to the team

• Conduct team meetings and/or create team updates

• Effectively address unprofessional or non-constructive behavior situations

• Develop a positive team relationship by being supportive, visible, and easily accessible

• Provide workload volume and staffing needs input to management

• Develop and maintain a high level of industry and NCP knowledge

Required knowledge/skills:

• Strong supervisory skills

• Solid customer service, organizational, and motivational/training skills

• Ability to interface with all levels of staff and management

• Proficient with standard office-setting computer applications (ex: Word, Excel, and email); prior use of Zendesk, or similar application a plus

• Excellent oral/written communication and interpersonal skills

• Effectively handle multiple priorities in a fast-paced environment

• Great attitude, professionalism, high level of energy, and enthusiasm

• Be able to sit at your desk for extended periods of time

Qualifications we are looking for:

• High School Diploma or GED; a two-year Associates degree is preferred or equivalent work experience

• Prior supervisory experience in a Contact Center environment is preferred, or equivalent combination of experience and education

• 4 + years related Contact Center experience (inbound/outbound phone, email, chat, and/or social media functions)

• Experience handling multiple tasks/problems simultaneously in a fast-paced environment

• Flexibility with new assignments and work hours

Business Hours:

• Ability to adhere to a set schedule within the support center hours: 1 PM – 9 PM Monday – Friday, plus available on Saturdays from 10 AM – 6 PM when needed

• Candidates must be able to work all shifts

• Candidate must be able to work on-site in Syosset office at least a few days per week

Contact

Jane Slater
Director, Human Resources
[email protected]