Senior PEER Coach - French Bee Airlines

Description

Job Description:

Auxillium provides call center support services to clients in a variety of industries and is backed by PRG, a national consulting firm. We believe in providing exceptional service to our clients and their customers, via excellence in quality, accuracy in data entry, and continued process improvement. At Auxillium, we’re passionate about helping employees learn, grow, and achieve a desirable career path. We are looking for a Senior PEER Coach who will be responsible for actively engaging and coaching call center representatives. The Senior PEER Coach will conduct one-on-one and side by side feedback sessions. The Senior PEER Coach will serve a critical role in enforcing policies and procedures within the department while leading a team of self-starters who are interested in working full time assisting customers in product support! We are seeking dedicated individuals who exhibit our core values and want to provide quality and excellence in the jobs they complete, to apply visit https://auxilliumusa.com/

About Our Client

Our client is a French low-cost, long-haul airline based at Paris Orly Airport. It operates a scheduled network between France and worldwide leisure destinations with a fleet of Airbus A350s. Our client offers three booking classes consisting of basic, smart and premium for its two cabin classes of service consisting of the airline’s premium economy class and the airline’s economy class. Our client flies nonstop from New York City to Paris, San Francisco to Papeete, Tahiti, and from Los Angeles to Paris Orly Airport. 

Requirements

Job Requirements:

• Lead and manage a team of 15-20 Support Specialists (Call Center Environment)
• Deliver timely feedback through multiple channels i.e., live monitoring, remote listening etc.
• Lead daily PEER huddles and conduct regularly scheduled team meetings.
• Work closely with Quality department to ensure support staff is performing according to guidelines for multi-channel support (incoming and outgoing calls, emails, chat, social media).
• Resolve complex and escalated customer and client issues in a timely manner. 
• Report to PEER Manager employee complaints and speak through resolving the issue in an appropriate fashion that aligns with Auxillium’s PEER coaching model. 
• Report daily to the President and PEER Manager with respect to the day’s activities, efficiency, productivity, and quality.
• Report and assist PEER Manager with schedule coverage. 
• Acts as a liaison between French Bee Headquarters and Auxillium management. 
• Assign and direct daily work of support specialists. 
• Oversee ticketing department duties are handled in a timely manner this includes but not limited to: queue verification, ticket issuance, voucher requests, and any other duties assigned by PEER Manager. 
• Assist, suggest or recommend to  President and PEER Manager planning, hiring, appraising performance, rewarding, and disciplining employees.
• Ensures that all staff on the team are trained on new and current retraining opportunities.
• Conducts new hire training with the assistance of Junior PEER Coach. 
• Analyze team and individual performance to drive improvement in key performance indicators and close performance gaps.
• Provides coaching and instruction in a supportive fashion to the team pertaining to product knowledge and skills-based training.
• Implement Client procedures, workflows and strategies that continuously improve the client’s product and services.
• Ensure support staff understands and complies with all call center objectives, performance standards, project and operational policies. 
• Drives process changes which may be identified as suggestions, improvements and updating of processes. 
• Regularly reviews French Bee website to ensure correct information is available and updated when needed. 
• Communicates with French Bee Headquarters new procedures that have been shared with staff and implemented. 
• Verifies that software and hardware is functioning effectively and communicates to PEER Manager, French Bee Headquarter, and IT team when the project has a situation that results in downtime or unproductivity. 
• Successfully execute new company rollouts.
• Use automation technology to optimize call center queues and workflows.
• Maintains the integrity of customers, clients, and operations and relationships by keeping information confidential.
• Ensures that Site Director and PEER Manager are copied on relevant communication with client that impacts contractual obligations. 
• Have a high aptitude and propensity for continuous self-improvement.
• Performs other related duties as assigned by management. 

Senior PEER Coach (Call Center) Qualifications:

• French speaker preferred. 
• Must have Amadeus experience and Airline experience. 
• 1-2 Years previous experience in a (Call Center) Customer Service and/or Sales.
• Highly proficient in computer software, i.e., databases, CRM, and Microsoft office.
• Self-starter and ability to own projects from initial question development to rollout.
• Organizational and leadership skills with attention to detail.
• Outstanding communication skills (written and oral).

Competencies:

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce. 
• Ethics - Treats people with respect; Keeps commitments: Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. 
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organizations goals and values; Benefits organization through outside activities: Supports affirmative action and respects diversity. 
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 

Physical Demands and Work Environment:

• Occasionally required to stand. 
• Continually required to sit. 
• Continually required to utilize hand and finger dexterity. 
• Continually required to talk or hear. 
• While performing the duties of this job, the noise level in the work environment is usually moderate. 
• Specific vision abilities required by the job include: close vision; depth perception and ability's to adjust focus. 
• Additional remarks regarding work environment: call center environment.
• Specialized equipment, machines, or vehicles use: only computers.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type:

Full-Time/Exempt

Hours / Schedules:

Hours / Shifts to be discussed at interview, this position may be required to rotate evening and weekend shifts.

Benefits:

Auxillium offers a competitive benefit package for full time regular employees which includes competitive pay rate, paid time off program, 401K, medical, dental, and vision plans. 

Salary Range:

To be discussed at interview this is a salary position.