Job Description

Who we want

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

Quality-focused team drivers. People who push their team to deliver the highest quality products and solutions in a timely manner.

Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.

Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.

What you will do

Under minimal supervision, you will ensure that customers and sales representatives receive world class support by handling a variety of customer support functions. You will actively participate in the launch of new initiatives that drive an enhanced multi-channel customer experience and team productivity. You will oversee and coordinate the activities of a team to meet service goals of cost, time, quality and customer satisfaction goals.

Responsibilities may include:

* Leads a team (leaders and individual contributors) to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.

* Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals.

* Will direct the success of assigned teams by managing people, equipment and workload/capacity to meet customer needs.

* Plan, oversee and drive a culture of continuous improvement.

* Keep current with industry trends and utilize knowledge gained to manage process improvements.

* Work with peers across the organization and industry to establish and execute best practices.

* Manage department financial objectives through careful budgeting and analysis of results and corrective actions as necessary.

* Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles.

* Analyze, develop and report on team KPIs while driving for improvement.

* Drive customer satisfaction and engagement through execution of the strategic plan

* Deliver on timely submission of required business reports.

* Collect and trend business critical data and work cohesively with the team to modify processes and/or procedures to improve business processes, business performance and the customer experience

* Accountable to team quality measures

What you need

* Bachelor's degree required

* 7+ years relevant experience required

* 2+ years management experience required

* Intermediate understanding of customer service and leading teams in a call center or similar environment preferred

* LEAN experience preferred