Assist with the development, implementation and improvement of call center day-to-day operations for technical support and customer service support.
Primary Duties, Responsibilities and Requirements
- Responsible for direct supervision of 15 to 20 Customer Service Representatives.
- Ensures daily performance metrics are being met or exceeded. Examples include Quality Metrics, Service Level Metrics and Schedule Adherence Metrics.
- 80% of your day will consist of coaching and educating agents on how to improve their performance
- Create an environment focusing on fun and enthusiasm, as well as, accountability.
- Take initiative and show leadership by proactively communicating with the Operation’s Managers on how to improve program performance.
- Administer coaching and disciplinary action when appropriate.
- Performs other related duties and assignments as required and as assigned by supervisor or manager