Overview

Overview
Lead a team that works together to achieve the departments high performance objectives through innovation, open communication, feed-back, and clear goals.

Basic Functions:
?Manage 11-15 Customer Service Representatives within a multi channel contact center environment
?Coaches team to best in-class standards to improve their own professional and personal development
?Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction
?Task and project oriented and able to meet short deadlines
?Understands a service and sales blended agent approach
?Able to be a key contributor to management meetings with a solutions orientated approach
?In-depth knowledge of all product brands supported within Customer Care
?Team Player-ability to share and communicate ideas
?Able to fully participate in cross-functional projects and meetings throughout the company with limited supervision
?Develop and Facilitate meeting content

Qualifications

Required Experience and Education:
?High school diploma, general education degree or equivalent
?At least 1 to 5 years prior call center management experience with a blend of service and sales
?Proficient in Microsoft Office

Key competencies:
?Positive dynamic personality
?Excellent communication skills, both written and verbally
?Listening & coaching skills
?Problem analysis and resolution
?Attention to detail and accuracy
?Flexible work schedule
?Experience with email management system desired, but not essential
?SAP System experience desired, but not essential


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