Full Job Description
Manages a core function within the Customer Service Department (Research or Direct Customer Contact). Resolves complex customer issues that are beyond the scope of the Customer Service Sr. Resolution Specialist. Drives the productivity of the team while providing excellent customer service and problem resolution. Drives continuous improvement of processes and results. Partners with Director and other business leaders to identify and resolve business issues related to customer satisfaction. Establish measurement systems and accountability of team members. Coaching and development of Sr. Resolution Specialists. Write administer Performance Management Process reviews. Ensure that staff receives the necessary resources and training to deliver effective services. Generates reports to track results and efficiency of the team.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
20% Weekly - analyze minimum of 2 resolutions for each direct report. Cover with the associate potential resolutions, metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions. Daily take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets.
20% Weekly - attend the Customer Care Leadership Meeting and on a monthly basis, select a relevant topic to lead a group discussion (20-30 min). Send Open CC report to Regions highlighting non-compliant tickets. Follow up with DMs, Zone Managers, and assisting associates with escalations.
25% Spend time on the floor coaching Associates (double-jacking) and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics.
10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes.
15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: 3 Quality Audits, 2 open and 1 resolved ticket that were graded using the Audit. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team.
10% Other projects and tasks as assigned by Leadership.
NATURE AND SCOPE
Typically reports to Director of Customer Care .
Accountable for direct supervision of the work activities of others. Planning, monitoring and reviewing work of subordinates is required. This may include direct supervision of a shift or the coordination of multiple work groups. Makes recommendations concerning selection, termination, performance appraisal and professional development.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 4 years
Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).
4 Years of Experience in Call Centers
4 Years experience in a customer care environment
Experience supervising Teams
Knowledge, Skills, Abilities and Competencies:
Excellent Customer Service Skills
Conflict Management Skills
Experience working with a collaborative cross functional team
Attention to detail; good follow up skills
Supervisory and Management skills