IT Coordinator
hace 1 semana
We are looking for a talented and dynamic Customer Service Manager to organize and direct the day-to-day activities related to the operation of our Customer Service Department. Train and guide customer service representatives in performing their duties; Conduct effective resource planning to maximize the productivity of resources (people, technology, etc). Collect and analyst contact center statistics, KPIs, performance reports, monthly, weekly and daily statistics to improve operational efficiency and provide best-in-class customer service.
**Responsibilities**:
Assists with agent's tech setup
Ensure Contact Center KPIs are met consistently
Organize and lead meeting with senior management about the performance of the customer service department.
Develop and deliver reports
Maintain ad improve contact center operations by monitoring system performance identifying areas for improvement.
Drive improvements in overall service standards, transactional efficiencies and customer satisfaction.
Provide leadership and mentorship to the CSR team ensuring operational and coaching practices are implemented and updated as needed to drive performance.
Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete reengineering of processes and systems)
Drive continuous improvement through trend reporting analysis ad metrics management.
Offer new ideas and suggestions for improvement
Identifies and implements new practices and processes that are 'best in class'.
Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
Confer with reporting manager on complex or unusual situations
Understand and embrace the business objectives and customer service department's strategic direction.
Position reports to the VP of Operations.
Requirements: Bachelor's Degree Preferred
3-5 years of call center management experience with inbound/outbound or blended experience, strong customer service skills, experience managing and developing people and processes
Exceptional verbal and written communication skills
Positive, Can-do attitude
Outstanding organizational, analytical, people and management skills
A team player with the ability to work cross-functionally across the organization
Pay: $2,500,000 - $3,000,000 per month
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