Summary

APCO's MOTiiV division, is looking for a passionate and highly motivated Contact Center Operations Representative! MOTiiV's Business Development Center (a division of National Auto Care / APCO Holdings) provides turn-key solutions to drive traffic to our automotive dealership partners sales and service departments. The BDC Agent III is responsible for supporting client inbound and/or outbound call campaigns and meeting and exceeding operations, sales, service, quality, and customer satisfaction performance metrics to help our clients deliver exceptional client/customer experiences. Along with supporting daily operations management in driving KPI metrics, workflow management and quality, training, and other duties as assigned. 

Essential Duties and Responsibilities

• Provides Contact Center support and provide real time leadership for daily workforce operations management.  
• Serves as escalation point for Contact Center Service Representative service escalations. 
• Supports monitoring real-time and intra-day performance for workgroup and team and provides real-time feedback and communicates performance trends to ensure schedule adherence, service level and quality goals can be achieved.   
• Serves as campaign SME for processes, procedures, and business to support operational performance, productivity, efficiency, and quality of service.  
• Assist team supervisor in developing and implementing team and individual performance measurements that support processes and organizational goals.  
• Responsible for encouraging and fostering CSR teamwork across all tiers and work groups. 
• Identifies training gaps and corrects them for performance improvement. 
• Assists in the development and delivery of training to support new hire onboarding and nesting, campaign process and procedure changes, and to close knowledge gaps. 
• Monitors, measures, resolves, and communicates intra-day and daily CSR and team quality of service, customer/client escalation and system performance issues; proactively identifies and resolves problems before they arise; prepares and completes action plans and incident analysis. 
• Fosters team building. 
• Other duties as assigned.  

Education and Experience

• High School Diploma or GED 
• 2 years of call center inbound and/or outbound, customer service and/or sales experience 
• High Attention to Detail & Follow Through  
• Effective communication skills in oral and written form  
• Ability to multitask and successfully operate in a fast paced, team environment 
• Must adapt well to change and successfully set and adjust priorities as needed 
• Must have a high level of reason and analytical skills and the ability to be objective 
• Requires solid interpersonal skills with the ability to work with both management and staff employees 
• In-depth knowledge of consumer auto dealerships and or contact center operations preferred 

Skills

• Bachelor’s Degree  
• Training & Facilitation experience 
• Reports creation experience 
• Real-time Work Force Management experience 
• Knowledge of the Six Sigma Process 
• Bilingual - must be able to read, write and communicate effectively in both English and Spanish 

Physical Demands
 While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. 

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.