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Job Description:

This position is responsible for monitoring and executing the day-to-day operations of the contact center Shared Service Operations teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. The employee may work with third party contact center vendor managers to ensure understanding of business goals. This position manages others within the department.



This position coaches administrative staff on call Shared Service quality to ensure customer interactions are complete, accurate and skilled. The employee develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls queries to ease customer concerns and improve customer satisfaction and perception. The employee supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels. This position makes recommended operational changes (i. e. , equipment and staffing) as needed to ensure calls requests are handled efficiently and service commitments are met.

Responsibilities:
• Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes.
• Assesses performance indicators to determine areas meeting and falling below business expectations.

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