Do you have a passion for leading, mentoring and coaching? Looking for an chance to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
You’ll report to the Director, Operations . We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
Improve the key success metrics associated with goals. These include:
Customer Satisfaction Score
Service Level Goals
Quality Goals
Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
What You Bring To The Role
10-12 years of call center or equivalent work experience managing end to end service delivery.
Continuously promote a performance-driven culture and always work towards reaching for amazing
Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
Consistently mentor and inspire others
Customer focused mindset
Understanding, interpreting, and manipulating data for reporting
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learnin