Job Description
I. Job Summary
Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.
II. Essential Duties and Responsibilities
+ Provides day-to-day management and support to customer service staff.
+ Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
+ Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
+ Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
+ Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
+ Communicates and enforces company policies and procedures an...
Manages Customer Service Representatives and administrative activities of the assigned Customer Service function.
II. Essential Duties and Responsibilities
+ Provides day-to-day management and support to customer service staff.
+ Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
+ Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
+ Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
+ Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
+ Communicates and enforces company policies and procedures an...
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