Job Summary

Responsible for leading and coaching a team of associates in providing quality service for inbound and/or outbound contacts with customers and field operations. Responsible for the day-to-day operations of the team, including adhering to company procedures, policies, and supporting the delivery of the Customer Care strategy. Responsible for the growth and development of direct reports to maximize performance and meet contact center KPIs.

Key Performance Indicators

• First call resolution

• Reliability (adherence)

• Quality

• Productivity (utilization, average handle time, etc.)

• Customer Satisfaction (internal and external)

• Sales Revenue

• Collections

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Providing effective feedback, coaching, training, professional development, and corrective action

• Lead work-flow distribution and floor management

• Communicate with customers and field operations via phone, email, text, chat, etc.

• Respond with a sense of urgency to Service Levels and maintain world class customer service

• Recruit by interviewing and making effective hiring recommendations

• Develop and implement process improvements

• Effectively manage change to ensure departmental objectives are met

• Administer performance management by diagnosing improvement opportunities

• Maintain effective working relationships with Quality, Training, and Workforce Management teams

• Provide suggestions to optimize procedures and keep staff motivated

• Ensure adherence to policies for attendance, adherence, and established procedures

• Keep management informed on issues and problems

• Monitor activities of team to ensure maximum efficiency of the operation

• Facilitate and participate in team and leadership meetings

• Work on projects as needed

• Handle and resolve customer complaints and issues

Required Experience

• 2+ years of progressive, hands-on customer support center experience

• Ability to communicate effectively at all levels within an organization

• Ability to influence and persuade others in the process of change management

• Conflict resolution and negotiation skills

• Analytical skills and attention to detail

• Strong knowledge of office applications including Google Suite is preferred.

Required Leadership Traits and Characteristics

• Strong commercial abilities with an attestable customer service focus.

• Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.

• Excellent organisational and leadership skills with the ability to operate effectively both strategically and operationally as required.

• Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.

• Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.

• Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.

Formal Education, Qualifications or Training

• High School Diploma