Careers – Strategic Partner Executive

To Apply: Send your resume to hiring@callsource.com

Pay Range: $20-$24/hour DOE

Classification: Non-Exempt Hourly

Job Location: Remote work from home

Call Coaches work directly with our client’s employees to improve call handling performance levels. The Call Coaches will apply CallSource’s defined principles to guide clients through the practice and application of authentic conversation skills and behaviors. 

The following duties and responsibilities represent the essential functions of the job.  A staff member may be required to perform additional duties on a periodic or more frequent basis.

• Administer phone-based call coaching sessions to individual call handlers and teams by providing recommendations for professional improvement 
• Assess recorded phone calls for specific scoring criteria, identify strengths/weaknesses, and create action plans for improvement 
• Understand and apply established call coaching principles to unique calls across multiple industries  
• Deliver webinar-based training sessions
• Document activity for billing and tracking purposes
• Interpret detailed call data reporting to recognize trends and communicate to the client  
• Support multiple clients simultaneously and establish strong relationships
• Collaborate with internal departments to define and deliver the best strategy for each client   
• Provide product training to staff and contractors 
• Provide administrative and billing support for the coaching product  
• Establish a strong working knowledge of all CallSource systems and products 
• Assist with the development of training materials and online courses for the coaching product
• Communicate effectively to coaching participants and their managers
• Complete additional projects and assignments as requested

• • Effective communication across verbal and non-verbal modalities
  • Detail-oriented thinker able to operate autonomously  
  • Presentation skills via webinars
  • Ability to analyze reporting data and discuss findings with clients  
  • Proactive problem-solving and resolution management
  • Adept in a technology-based atmosphere
  • Proficiency in Microsoft Office product suite – primarily Outlook, Word, Excel, and PowerPoint

• Bachelor’s degree in Business, Communications, Teaching, or related field preferred

• 3 or more years of relevant work experience in coaching, training, or teaching  
• Proven track record in customer service 
• Off-site employees must have high-speed internet, reliable phone service, and quiet designated workspace.  Laptop provided by CallSource.

Standing, sitting, vision, close-up work, computer work, extensive speaking on the phone