SERVICE, THIS
POSITION IS RESPONSIBLE FOR MEETING AND OR EXCEEDING CALL CENTER TEAM METRICS
THROUGH EFFECTIVE SUPERVISION OF THE DAY TO DAY CALL CENTER OPERATIONS,
PERFORMANCE MANAGEMENT, ONGOING EMPLOYEE DEVELOPMENT AND BY FOSTERING AN
ENVIRONMENT THAT ENHANCES TEAMWORK, EMPLOYEE MORALE AND MUTUAL ACCOUNTABILITY.
•
SUPERVISES / LEADS A TEAM OF AGENTS (BOTH FRONTLINE AND LEAD) IN THE
DAY-TO-DAY OPERATIONS OF THE CALL CENTER.
•
PARTNERS WITH THE CUSTOMER
SERVICE MANAGER(S) TO CONSISTENTLY ACHIEVE AND MAINTAIN ALL CALL CENTER
PERFORMANCE METRICS. CLEARLY COMMUNICATES AND MANAGES PERFORMANCE EXPECTATIONS
FOR ATTAINING ALL CALL CENTER GOALS AND OBJECTIVES INCLUDING BUT NOT LIMITED TO
ADHERENCE TO SCHEDULE, AVERAGE HANDLE TIME, QUALITY ASSURANCE, SALES AND WORK
ORDER ACCURACY.
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BRINGS TO THE ATTENTION OF MANAGEMENT ANY ISSUES THAT ARE
CREATING CALL VOLUME AND PARTNERS WITH THE DEVELOPMENT AND QUALITY TEAM MEMBERS
OR REVENUE ASSURANCE AS NECESSARY TO TAKE APPROPRIATE ACTIONS TO CORRECT THESE
ISSUES.
•
CONSISTENTLY MONITORS THE ASPECT CANVASES AND TAKES ACTION IF
NECESSARY TO ENSURE SERVICE LEVEL ATTAINMENT.
•
REGULARLY PROVIDES SUPPORT,
COACHING AND FEEDBACK TO TEAM AGENTS ON INDIVIDUAL AND TEAM PERFORMANCE THAT
ENSURES CONSISTENCY AND GOAL ATTAINMENT.
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PERFORMS ADMINISTRATIVE TASKS
(SUCCESSION PLANNING, PAYROLL TABULATION, PERFORMANCE REVIEW, DOCUMENTED
COACHING, DISCIPLINARY COACHING, ATTENDANCE MONITORING AND WARNINGS) FOR DIRECT
REPORTS.
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ACTIVELY PARTICIPATES IN THE SUPERVISOR ESCALATION PROCESS,
ADDRESSING ESCALATED CUSTOMER ISSUES IN A RESPONSIVE AND TIMELY MANNER PROVIDING
FEEDBACK AND COACHING TO EACH AGENT INVOLVED.
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ANALYZES AND ACTIVELY
MANAGES QUANTITATIVE AND QUALITATIVE PERFORMANCE METRIC DATA, COMMUNICATING
INFORMATION TO THE FRONTLINE AGENTS IN A MANNER THAT PROMOTES SUSTAINED
INDIVIDUAL PERSONAL GROWTH.
•
ESTABLISHES AND MAINTAINS GOOD WORKING
RELATIONSHIPS WITH DIRECT REPORTS, PEERS, CALL CENTER MANAGEMENT AND
STAKEHOLDERS BOTH INSIDE AND OUTSIDE THE CUSTOMER CARE ORGANIZATION
•
FACILITATES POSITIVE EMPLOYEE RELATIONS BY FOSTERING AN ENVIRONMENT OF OPEN
COMMUNICATION, APPROACHABILITY AND FAIR / CONSISTENT TREATMENT OF EMPLOYEES.
FOSTERS A CLIMATE OF MUTUAL RESPECT THAT VALUES THE CONTRIBUTIONS OF INDIVIDUAL
TEAM MEMBERS AND MAXIMIZES THE DIVERSE TALENTS OF EACH EMPLOYEE.
•
COLLABORATES WITH CALL CENTER MANAGEMENT IN THE FORMULATION REVIEW AND REVISION
OF CALL CENTER AND CUSTOMER CARE POLICIES AND PROCEDURES.
•
DISSEMINATES ANY
CHANGES IN POLICIES AND PROCEDURES TO TEAM MEMBERS.
•
PROVIDES ANY
CLARIFICATION OR EXPLANATION OF CHANGES. INSURES COMPLIANCE TO POLICY.
•
WORKS WITH CALL CENTER MANAGEMENT, PEERS AND TEAM MEMBERS TO INSURE A POSITIVE
CUSTOMER EXPERIENCE, FOCUSING ON MEETING SERVICE LEVEL, CUSTOMER SATISFACTION
AND INCREASING OUR RANKING IN THE JD POWER SURVEY.
•
ASSISTS THE VARIOUS
SUPPORT DEPARTMENTS (TRAINING, ACD, CONTROL DESK, W3, QUALITY ASSURANCE) WITH
INFORMATION AND ASSISTANCE WHEN APPROPRIATE.
•
IDENTIFY AND COMMUNICATE
TRAINING TRENDS AND GAPS TO TRAINING DEPARTMENT.
•
OTHER DUTIES AS ASSIGNED
SOW-22
QUALIFICATIONS:
•
EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS.
•
STRONG PROCESS AND
ANALYTIC SKILLS.
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STRONG ORGANIZATIONAL SKILLS.
•
EXCELS IN
RELATIONSHIP MANAGEMENT SKILLS.
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A POSITIVE AND PROFESSIONAL ATTITUDE.
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MUST HAVE DEMONSTRATED TEAM-BUILDING SKILLS AND STRONG TEAM ORIENTATION.
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MUST POSSESS TIME MANAGEMENT AND PROBLEM SOLVING SKILLS AND ABLE TO MULTI-TASK
AND PRIORITIZE.
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MUST POSSESS A HIGH SENSE OF URGENCY,