Job SummaryProvide supervision and technical assistance to customer service team to attain departmental and organizational goals.
Ensure customer complaints are resolved in a professional manner. Determine work procedures, work schedules, and workflow for customer service staff.
Monitor business and process metrics to measure and manage customer service effectiveness. Conduct meeting with Managers to discuss about process improvements and issues.
May assist higher level supervisor.MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)Overall responsibility for Customer service associate performance improvement to meet agreed upon productivity and quality , retention, progressive disciplinary process and terminations as , assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.
May take the lead on smaller projects or portions of significant , reviewing for trend and improvement opportunities, and providing monthly CCX coaching , benchmarking, etc .
temporarily manage daily business needs during business continuity event to minimize customer , complaints, questions and queries as necessary.
ability to prioritize effectivelyMust be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work & PHYSICAL EFFORT (Under Typical Positions)Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise , standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
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