Coaches and manages assigned team within the call center. Develops, implements and executes policies and procedures. Ensures operational efficiency, customer satisfaction, staffing and productivity.
Responsible for driving achievement of assigned goals, metrics and key performance indicators.
Coaches and develops team and ensures subordinate supervisors and managers are developing strong teams.
Directs all function-related activities within the scope of the operations.
Recommends objectives, develops short and long term plans and programs to support company goals and budgets.
Reviews performance against plan and approves changes in direction as needed.
Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
Resolves escalated customer problems.
Ensures adequate staffing and productivity level to meet or exceed required performance standards
Bachelor's degree and 3 years of customer service operations experience required, or an equivalent combination of education and experience
1 years of management experience required
Knowledge of call center operations
Ability to communicate effectively with large and small groups
Ability to influence and persuade others in the process of change management
Conflict resolution and negotiation skills
Verbal and written communication skills, including public speaking
Analytical skills and attention to detail
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.