WC Call Center Leadership

WCGB’s Mentoring Program Overview

WCGB’s Mentoring Program uses a significant amount of hands-on mentoring to further develop concepts, principles and techniques learned in the classroom.

Mentor Position Description

A WCGB Mentor is guide who works with Gift Consultants to enhance their learning skills. Mentors are highly skilled individuals experienced with the Call Center job functions. They provide help and guide the Gift Consultants learning development.

Responsibilities

• Mentoring groups of new and re-hires
• Coaching Gift Consultants on their successes and areas of opportunity
• Communicating with mentor supervisors
• Daily mentoring set up and end of day clean up
• Assisting Call Center supervisors virtually and in person with their teams when needed
• Willingness to work in the company’s building and virtually from home
• Additional responsibilities may be assigned

Call Types

• Processing Inbound Order & Customer Service Calls
• Outbound Customer Calls
• Taking Escalated Calls
• Mentoring Mock Calls

Characteristics

• Desire and willingness to help others while creating an encouraging environment
• Ability to provide a positive learning experience
• Up to date knowledge and skills
• Demonstrating effective coaching
• Active listening skills
• Effective time management and flexibility
• Written and verbal communication skills
• Ability to multitask and prioritize duties
• Professional phone etiquette

Software Skills:

• WebOE/CS
• Chat & Email
• Excel
• Word
• Outlook
• MS Teams

Additional Requirements

• Must be flexible with schedule as shift times may change based on business needs