-
ID
#32284215 -
Job type
Permanent -
Salary
TBD -
Source
Dunhill Professional Search -
Date
2022-01-23 -
Deadline
2022-03-24
Contact Center Service Manager
Texas, San antonio, 78205 San antonio USAPermanent
Vacancy expired!
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Contributes information and analysis to organizational strategic plans.
- Day-to-day responsibility for leadership and motivation of employees within the contact center.
- Works collectively with the leadership staff to create and implement performance incentives that drive operational results.
- Implementing larger strategies within the operating environment that result in efficiencies, quality improvements, revenue generation, and employee satisfaction.
- Communicates performance expectations in relation to contact center objectives and closely monitors that performance for all team members.
- Ensure the direct reporting team is properly trained, supported, and motivated to achieve operational goals and objectives.
- Review team's performance and ensure Supervisors are developing improvement plans as necessary.
- Fosters an environment of open communication, approachability, and fair/consistent treatment of employees.Identifies technical issues that negatively impact our ability to service customers and takes the appropriate measures to communicate/correct.
- Directly handles escalations of appropriate severity or sensitivity.
- Seizes opportunities, demonstrates a willingness to make decisions; shows initiative in fulfilling commitments.
- Presents thoughts, ideas and information clearly; responds in a concise and easily understood manner.
- Performs consistently and maintains a calm demeanor under pressure or during difficult times; maintains effectiveness in ambiguous situations where responsibilities and goals are unclear.
- Work in concert with the leadership team across all locations to ensure consistency across the organization
- Oversees functions of Customer Service Support Services to ensure all issues are properly documented and effectively resolved within Service Level Agreements.
- Responsible for budget, performance, results and daily operations of customer service staff.
- Leads efforts in setting goals and objectives for Customer Service Support Services operations. Addresses operational challenges and adapts departmental priorities as appropriate.
- Ensures Support Services are executed in compliance with processing and program guidelines published by the Customer.
- Energize and motivate employees, as well as reinforce quality and customer service standards.
- Identifies, recommends and implements process and procedural improvements to maximize efficiency and customer satisfaction.
- Proactively works effectively with other management and leadership to escalate issues as needed and communicate progress and data analysis.
- Performs support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as appropriate.
- Acts as a liaison between staff and other management and leadership to communicate performance, results, ideas and solutions.
- Coordinates and manages customer service initiatives and projects. Provides support for new business activities as needed.
- Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
Vacancy expired!
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