Onboard and train call center personnel.
Manage all aspects of New Employee work-area set up.
Coach call center staff through challenging customer service issues.
Handle escalation calls as a tier above the Customer Experience Representative.
Analyze call center data and provide reports for upper management.
Continually evaluate staff effectiveness and performance.
Lead team meetings and 1:1 meetings with direct reports.
Prepare & give presentations.
Develop monthly, quarterly and annual call center goals and action plans.
Prepare work schedules to ensure sufficient coverage.
Establish a high standard for productivity, quality, customer service as well as define guidelines.
Develop annual goals for self and team aligning to the overall CX strategy
Continuous Improvement experience
Process improvements experience
Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
Strategic Thinker – map out a plan of where we want to take Customer Service to be “best in class” and lead the team in getting there
Partner and interface with other Rheem businesses to leverage best practices and collaboration. Be an active member of the “One Customer Experience” Project with Rheem.
Develop and implement tools to track system KPIs and lead the process of continuous improvement in this function
Other duties as assigned.
