Job Description :
Essential Job Functions
Oversees the day-to-day operations of the customer support center operations.
Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time.
Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area.
Improves quality and responsiveness of customer support staff and resources.
Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.