Responsible for exercising good judgment in supervising and coaching a team of associates to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, controlling cost and supporting customer and associate retention. This position implements policies and procedures and monitors daily staffing and scheduling.
Supervises, coaches, monitors, advises and provides feedback to associates to achieve individual, department goals and metrics.
Manages and evaluates team performance, enforces compliance with Company policies/procedures and issues progressive discipline as appropriate.
Evaluates job applicants, conducts interviews and makes hiring recommendations.
Engages customers directly as needed to resolve escalated service issues or facilitate customer retention
Maintains staffing, scheduling and distribution of assignments/projects to meet department needs.
Ensures accurate associate data files, including payroll, personnel and performance.
Implements policies and procedures and recommends new approaches to drive continuous improvements.
Bachelor's degree and 2 years of service operations experience, or an equivalent combination of education and experience
Experience in more than one call center function preferred
Good judgment, strong decision making and problem solving skills
Lead and direct the work of others
Excellent one-on-one interpersonal skills and leadership skills
Conflict resolution and negotiation skills
Excellent oral and written communication skills
Excellent time management skills
Organizational and multi-tasking skills
Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
Inside working conditions: The change of building environment such as with or without air conditioning and heating.