United States onlySupervisory Responsibilities:
- Provide purpose, direction, and motivation to teams, clarifies, and communicates project objectives and success criteria.
- Coordinates and prepares plan of actions and schedules required and keeps teams/Operations Manager informed of agent status and outstanding issues.
- Serve as a subject matter expert, when applicable, in training Operational support staff on cross-functional business impacts
- Ensures that representatives are informed about changes to company products and services.
- Must be able to implement effective coaching as dictated by the client/customer. Ability is required to effectively communicate those requirements verbally and in writing.
- Provide leadership, direction and integrate activities with team members to ensure successful implementation and support.
- Performs other related duties as assigned.
Required Skills and Abilities:
- Experienced skills with Microsoft Software Applications (Excel, Word, PowerPoint, etc.).
- Excellent Phone Etiquette.
- Partnership with other programs.
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Must be able to speak effectively to groups courteously and tactfully in person, on phone, etc.
Additional Requirements:
- Bachelors/associate degree helpful but not required
- 3+ years’ experience call center experience.
- Open Schedule Availability working weekends & holidays (depending on departmental needs).
- Reliable Transportation (if working onsite in office)
- High-speed internet connection (if working remotely)
- No Cell Phones on the floor
- Leadership Academy Training Preferred
Department Hours of Operation:
- Monday thru Sunday (including all holidays)
- 9am – 11pm EST
