Overview

Responsibilities:

Supervises daily work production and flow from direct reports to ensure prompt and effective customer service maintaining performance records to measure weekly, monthly and quarterly achievements
Independently examines and analyzes the team’s performance against measured service operation goals;
Demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team’s achievement of service level(s)
Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives
Monitors agent daily productivity for trends and issues
Handles questions and escalations from direct reports providing guidance to available resources/tools to increase capabilities and knowledge level of direct reports
Identifies and escalates new issues or trends, develops appropriate action plans to manage challenges, recommends process and procedure improvements to the Retail Services Manager
Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed
Monitors direct report voice and non voice interactions for quality purposes meeting required QA monitoring monthly and conduct weekly calibrations with peers to ensure individual, team and department goals are being met
Provides performance feedback and as necessary documents all progressive performance management steps in accordance with DirecTV policies with the guidance and approval of Human Resources
Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback
Conducts bi-weekly team meetings to build morale and provide an effective communication channel for ideas and innovation
Trains and orients new and current employees on the team on products, policies and procedures; serves as product and process expert and resource to the team
Manages to tight timelines to deliver results and free up bandwidth to support subsequent programs
Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports
Participates in special projects and performs other duties as assigned

Qualifications

Qualifications:

1-4 years relevant experience required
Demonstrated success in supervising and motivating teams and individual employees in a call center environment
Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts
Experience managing multiple call queues effectively balancing resources to achieve desired Service Levels
Ability to balance work assignments and completion of both voice and non voice at an hourly increment
Ability to effectively operate within diverse and cross-functional groups
Ability to work well under stress in a fast-paced and continuously changing environment
Strong problem solving and analytical skills utilizing creativity and innovation
Excellent communication skills, including ability to tailor communication to audience to achieve desired results
Proficiency in standard MS Office applications.


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