Available Positions

(updated Oct 05, 2018)

Job Title:

Team Lead, Panel Support Center (Full Time)

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Date Posted: 03/20/2019

NCP’s Panel Support Center provides critical assistance to our panel members in need of everything from equipment troubleshooting to reward redemption issues.

As NCP’s new Team Lead, you will oversee our PSC’s day to day tasks and provide guidance to the support team. We will count on you to monitor daily performance across each support channel, individual staff metrics, and managing break times.

Think you’re up to the challenge? Read on…

Your accountabilities will include:

• Motivating, coaching, and developing the technical and customer service skills of our specialists.
• Overseeing incoming panel member requests to ensure quality customer service.
• Providing daily motivation and recognition of team members.
• Effectively addressing unprofessional or non-constructive behavior situations.
• Developing a positive team relationship by being supportive, visible, and easily accessible.
• Handling challenging panel members that need extra-special attention.
• Providing input to your manager regarding workload volume and staffing needs.
• Developing and maintaining a high level of industry knowledge as related to our scanner equipment, panelist life-cycle, call campaigns, and the daily functions and operations of the work floor.
• Solid customer service, organizational, interpersonal, and motivational skills.
• The ability to interface with all levels of staff and management.
• Basic understanding of Microsoft Word, Excel, and email. Prior use of Zendesk or Salesforce a plus.
• Strong supervisory skills.
• Excellent oral/written communication and interpersonal skills.
• The capability to effectively handle multiple priorities in a fast-paced environment.
• A great attitude, professionalism, high level of energy, and the ability to sit at your desk for extended periods of time.

Requirements/Knowledge:

• A High School Diploma or GED equivalent or related work experience.
• Two-year Associates degree preferred.
• Prior supervisory experience in a contact center environment preferred or equivalent combination of experience and education.
• 3+ years Contact Center experience (call, email, chat, and social media functions).

Flexibility Required to Work:

• 9:00 AM – 5:00 PM or 1:00 PM – 9:00 PM with alternating Saturdays (10:00 AM – 6:00 PM)
• Candidates must be able to work all shifts.

Job Title:

Quality Lead, Support Center (Full Time)

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Location: Syosset, New York

Date Posted: 10/05/2018

Customer service has become much more than just talking to someone over the phone. It requires a commitment to developing personalized connections to customers across a myriad of platforms. National Consumer Panel is searching for a Quality Lead who not only demonstrates this, but can pass their expertise on to other representatives in our support center.

As our new Quality Lead, you will provide day to day QA related guidance and oversight to our Contact Center team. Responsible for supporting the delivery of quality measurements, working with management to help improve the panelist experience, and owning process improvements that impact QA.

 

Responsibilities include:

Monitoring interactions with panel members (via tickets) across each support channel – phone, email, social media, and chat – for adherence to standards, quality of communication, and accuracy of information provided for problem resolution.

Completing representatives’ quality monitoring forms and delivers coaching feedback promptly.

Monitoring daily team performance and individual staff metrics.

Creating plans to address development opportunities.

Immediately addressing and coaching unprofessional or non-constructive behavior situations that occur.

Developing a positive team relationship by being supportive, visible and easily accessible on work floor.

Creating & modifying the evaluation process to ensure appropriate capture of key points for an unparalleled customer experience.

 

For more details, visit Indeed.com