Job Responsibilities - Lead a team of call center specialists and maintain an effective working partnership with existing teams.
- Responsible for monthly call monitoring Quality reviews and results and ensure consistent implementation of daily strategies to meet Service Level targets.
- Monitor regular productivity, coaching to performance, providing guidance on staffing and daily volume strategy, and reinforcing adherence to policy & procedures.
- Take escalation calls and log complaints when required
- Oversee training and change management to ensure the team is prepared for system & process enhancements, and industry changes.
- Lead/participate in various process improvements and re-engineering initiatives in line with efficiency and customer obsession efforts.
- Ensure assigned area(s) are adequately staffed and all personnel are trained and developed
- Participate/lead monthly business reviews w/ sales, credit and other supporting departments in order to achieve/sustain performance target.
- Identify trends through data and behaviors observed and use it effectively in coaching to results.
- Conduct career development discussion with employees.
- Create a positive team culture that drives a positive employee experience and support recruiting and hiring needs
Required qualifications, capabilities, and skills - Minimum of 3 years of management experience in an inbound customer service / sales call center environment.
- Proven ability to motivate, mentor, and lead talented professionals to deliver outstanding results and meeting Quality and Service Level targets.
- Experience in prioritizing the customer experience, with a record of teaching Customer Needs Assessment skills to a team of specialists.
- Ability to coach a team through rapid customer experience, procedural, and policy changes.
- Track record of managing a team while working in the office, as well as in a work-from-home environment
- Experience with Call Center technologies
- Flexibility to work Evening/Weekend schedule
Preferred qualifications, capabilities, and skills - Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail
- Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
- Strong leadership abilities.
- Strong organizational & proven time management skills, with ability to manage multiple priorities with tight deadlines
- Outstanding communications skills, both written and oral.
- Strong analytical and problem solving skills.
- Proficient in MS Office products.
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