What are the responsibilities and job description for the Service Quality Improvement Coordinator position at Delta Defense?
Key Responsibilities
- Lead and Engage: Supervise and engage a team of advisors, both on-site and remote.
- Cultivate Morale: Create an engaging environment across your team through creative morale-boosting activities.
- Drive Performance: Keep a close eye on your team's performance on key metrics such as Service Levels, ASA, Abandoned Rate, Quality & Compliance, Sales, Conversion Rate, and more.
You will work closely with stakeholders to guarantee that our customers experience the exceptional service they expect. Reporting to the Member Engagement Manager, you will provide direct supervision, insightful analysis, and strategic coaching to a diverse team of on-site, hybrid, and remote advisors while supporting daily contact center operations.
