Oversees the day to day operations of the multi-channel contact center, assuring CE metrics are met and that customers enjoy a positive, professional and complete interaction with all team members. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.
•Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members.
•Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance.
•Provides support to the Customer Experience team to develop, coordinate and implement process and quality improvements in the Contact Center environment.
•Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. Supports members of the CE team to implement change.
•Addresses assigned customer issues timely and effectively.
•Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes.
•Establishes improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, processes and reporting.
•Accurately administers payroll functions.
•Proactively manages manual or automated Workforce Management and Queue assignments, assuring staffing meets the demands of call volume
•Performs other related duties as required or requested.
•Education equivalent to an Associate’s Degree in Business Administration or Management, or the equivalent in related work experience, demonstrating knowledge in problem resolution call center management. Some experience with CRM technology and a work history dedicated to the service industry.
•Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements.
•Experience in the Supervision or management of a problem resolution call center environment, preferred, and coupled with demonstrated experience in process improvement, project management and quality assurance.
•Demonstrates good knowledge of Microsoft Office.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.