Responsible for attesting to the quality of the sales enrollment process for all sales channels.
Routinely work with other cross-functional departments to ensure that performance, compliance and consistency in scoring our agents are being followed.
Identify areas of improvement, make suggestions, and contribute to overall customer service quality.
Serve as the lead operations contacts for our agent onboarding process.
Monitor inbound and outbound calls for adherence to compliance guidelines, adherence to internal processes and scripting, quality of the customer service provided and accuracy of information gathered and communicated.
Participate in design and revision of quality feedback forms
Identify opportunities of improvement by accurately assessing and scoring calls to identifying training and process improvement opportunities related to sales and services provided
Provide suggestions for process and/or scripting changes to improve compliance, conversion and performance.
Participate in new hire and refresher sales training sessions.
Collaborate with business segment leadership to ensure consistency in scoring related to current process and training.
Ensure a smooth onboarding process between internal stakeholders and outside vendors, and at times trouble-shooting issues related to these procedures.
3+ years Sales operations or compliance related experience
Deregulated Energy industry experience a plus
Exceptional listening and organizational skills
Demonstrated ability to provide a consistently high level of customer service within a fast paced environment.
Ability to provide direct, accurate, and actionable feedback for improved performance
Understanding and maintaining confidential information.