This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision and other related duties.
Overall Responsibilities:
Oversee and supervise a team of agents.
Attend required training session for new information and training updates.
Acquire and transfer to the team the knowledge of all tools and associated workflow processes
Assist in developing and streamlining procedures
Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
Provide quality service to both internal and external customers – on and off-line.
Assist agents with customer interaction on situations requiring special handling – take customer calls.
Ensure open flow of communication between agents, supervisors and management.
Ensure uniform understanding and adherence to policies, procedures and company programs.
Supervise and monitor agent attendance, performance and productivity
Prepare and ensure accuracy of reports.
Ensure agents are continuously kept abreast of operational changes.
Conduct employee briefings and meetings.
Assure service level standards are met.
Monitor system performance and initiate actions to correct system problems.
Conduct agent observation and provide feedback.
Assist in the development and tracking of employee incentive programs.
Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
Perform other duties as assigned.
Job Requirements:
Knowledge, Skills and Abilities:
An assertive, well-organized self-starter with demonstrated sales experience
Management experience in customer service (or sales or on line retail where relevant) desirable
A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
A detail-oriented professional with exceptional written and verbal communication skills
Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
Demonstrate behaviors that support high quality standards
Recognize trends and escalate information as appropriate
Problem solving skills; linear and troubleshooting
Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
Proven track record of success to motive sales/service professionals and exceed performance metrics
Present information effectively and persuasively across various communication channels
Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
Tolerate stressful situations well
Project a positive and professional image
College/Associates Degree or Bachelor’s Degree in related field (preferred)
Requirements for Work from Home Employees:
A separate room/office with a door that can be closed and locked during working hours is required. Guests, family members and others may not be present in the designated office area during working hours
Work conditions of the employee’s residence (office area) are appropriate and safe and must meet the occupational safety and health standards for work from home employees
The designated office area should be reasonably soundproof so that you may work uninterrupted by noise
Monitors must be able to be positioned in such a way as to not face ground-level windows
Must have a hardwired high speed home internet connection (DSL, Cable, Fiber) providing a minimum of 10 Mbps download and 2 Mbps upload speeds as verified by a speed test. A wireless connection is not permitted
Designated office area must have a surge protected electrical outlet(s)
