Job Description

Job Description
Position Summary

Will oversee daily operations and personnel performance aiming for maximum efficiency. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Essential Duties

* Develop objectives for the call centers day-to-day activities.
* Collaborate with the department directors to conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
* Collecting and analyzing call-center statistics (work order completion rates, work order trends, use of AIDET standards, customer service metrics etc.).
* Monitoring and Evaluation of Key Performance Indicators (KPIs).
* Monitor all operations that affect quality Work Order System, Avaya Recording Site, Customer Rounding.
* Conducts surveys and forms focus groups.
* Completes audits.
* Determines customer service requirements by maintaining contact with customers and visiting operational environments.
* Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
* Analyzes variance and initiates corrective actions.
* Hiring, training, coaching, and leading call center representatives as they provide support for customers.
* Monitor and improve, telephone handling, work requests entry and other procedures.
* Evaluate performance with key metrics (accuracy, call-waiting time etc.)
* Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
* Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
* Assisting other management team members in identifying trends and establishing call center goals.
* Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
* Liaise with other departments to ensure that the call center is in alignment with the rest of the organization.
* Work with account directors and managers to ensure that the client's goals are being met.
* Assure the reliability and consistency of work orders and calls by checking processes and final output.
* Appraise customers requirements and understand statistics and trends.
* Follow up directly with dissatisfied customers using Service Recovery process.
* Report all malfunctions to Director(s) and/or Call Center Supervisor to ensure immediate action.
* Review and update SOPs on an annual basis or as needed.
* Work order system(s) administrator 1Call system and TMS.
* Coordinator for 4DX.

Minimum Requirements

* High School Diploma or equivalent.
* Minimum of 2+ years of Call Center operations, or Supervisory/Management experience in a call center.
* More education or experience in a related field may be preferred.
* Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
* Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
* Knowledge of management principles and familiarity with company services, and policies.
* Strong coaching and leadership skills, ability to motivate employees.
* Decisiveness and attention to detail.
* Proficiency with necessary technology, including computers, software applications, phone systems, etc.
* Polite, professional phone voice.
* Strong interpersonal, communication (verbal and written), organizational and presentation skills.
* Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
* Ability to establish an individual course of action to accomplish goals while using appropriate resources.
* Work well under pressure.
* Process improvement experience.
* Ability to collaborate with stakeholders at all levels of the organization.