iQor

Mentor

Requisition ID 45035

Davao, Davao del Sur, PhilippinesPosted July 16, 2024
Full TimeOperations
Apply Now

About the Role

Mentors will report a Mentor Coach. Mentors are dedicated to and are part of the training organization. They are responsible for supporting new hire agents during training and nesting. They will operate as online agents when they are not supporting a new hire class.

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Mentors will report a Mentor Coach. Mentors are dedicated to and are part of the training organization. They are responsible for supporting new hire agents during training and nesting. They will operate as online agents when they are not supporting a new hire class.


Responsibilities:

• Provide real-time support to new hires including answering questions, helping with system navigation and identifying correct policies and procedures. This will involved live and recorded call observation, side-by-side observation and handling escalated customer calls.

• Coaching agents on top call drivers to help build confidence and knowledge. Leverage skills transfer session, role plays, in-the-game coaching and formal offline coaching sessions

• Support attainment of training graduations goals by identifying specific knowledge gaps and sharing insights during daily huddle and debrief sessions.

• Engage with production Coach to convey agents strengths and opportunities.

• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.

• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).

• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.

• Understands and embraces the business and call center operations strategic direction.

• Complete monthly online phone-time requirements to maintain skills required to effectively support new-hires. This maybe 8 hrs. per month but may also include operating as a production team, online full-time when not supporting a new hire class.


Skills Requirements:

  • 9 months as a frontline agent.
  • Strong product knowledge. 
  • Excellent performance based on current T-Mobile KPIs.
  • Great attendance and punctuality.
  • Mentors will be required to complete Mentor Onboarding and be prepared to attend additional formal leadership development programs such as sQholars, PPQ, Grow.


Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.


Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time.

iQor.com

What you'll do

  • • Provide real-time support to new hires including answering questions, helping with system navigation and identifying correct policies and procedures. This will involved live and recorded call observation, side-by-side observation and handling escalated customer calls.
  • • Coaching agents on top call drivers to help build confidence and knowledge. Leverage skills transfer session, role plays, in-the-game coaching and formal offline coaching sessions
  • • Support attainment of training graduations goals by identifying specific knowledge gaps and sharing insights during daily huddle and debrief sessions.
  • • Engage with production Coach to convey agents strengths and opportunities.
  • • Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
  • • Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
  • • Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
  • • Understands and embraces the business and call center operations strategic direction.
  • • Complete monthly online phone-time requirements to maintain skills required to effectively support new-hires. This maybe 8 hrs. per month but may also include operating as a production team, online full-time when not supporting a new hire class.

Skills Requirements

  • 9 months as a frontline agent.
  • Strong product knowledge. 
  • Excellent performance based on current T-Mobile KPIs.
  • Great attendance and punctuality.
  • Mentors will be required to complete Mentor Onboarding and be prepared to attend additional formal leadership development programs such as sQholars, PPQ, Grow.

Education Requirements

  • High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements

  • Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time.
Apply Now