Red Hat in Hot Springs at Startek

Date Posted: 6/13/2017

Job Snapshot

  • Employee Type:
  • Location:
    Hot Springs
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The purpose of a Red Hat is two-fold; 1) to provide support to specialists who are new on the floor with the primary goal of building confidence in call handling and tool usage. 2) Red Hats may assist with escalations and flag response providing support to the production floor. The Red Hat provides meaningful feedback that facilitates sustained incremental improvement and not learned helplessness.  Additionally, they set an example by modelling Startek core values. As a member of a larger team, they will be responsible for working closely with Training, Operations and Quality.

Job Requirements

Specialists applying for a Red Hat position, must meet the following requirements for consideration:
•         Minimum of 90-days taking calls on the campaign
•         Cannot be on a Written Corrective for any reason
•         Customer Service or Troubleshooting skills
•         Knowledge of campaign processes and navigation through campaign tools
•         Must meet minimum campaign metric requirements
•         Previous floor walking experience DESIRED, but not required
•         Must have signed approval by coach

•         Must submit a writing sample of a minimum of 300 words about “The Attributes of a Coach”.
•         Ability to work within a team-based environment

•         Ability to work in a fast-pace environment while keeping their time and activities organized

•         Ability to recognize learning styles and adapt your approach to assist them

•         Ability to take direction and provide feedback

•         Ability to communicate clearly and tailor message to the recipient

Ability to diffuse customer challenges
•         Patience in working with people

•         Professional, yet friendly disposition

•         Proactive

•         Maintain flexibility with regards to scheduling over the course of A-BAY

Positive and helpful attitude