Responsible for managing the Customer Service Team
to ensure high customer satisfaction and customer retention.
Mentor and coach employees to succeed by exceeding performance
objectives and goals. Develop and implement programs
to drive low employee churn rate and sustain positive
culture. Be a change agent.
Responsibilities:
· Manage the execution of campaigns and programs
of a Customer Care Center
· Mentor and coach staff on employee development
and success
· Conduct QM ( call monitoring and email )
for on-going coaching and feedback
· Define operational standards
· Provide coaching and counseling to drive
efficiency and quality
· Motivate and train employees to be empowered
and make positive decisions
· Propose to staff and manager on continuous
process improvement opportunities
· Work on special projects assigned by manager
Requirements:
· BS degree or equivalent experience
· Candidate should have 4+ years customer care
experience in a high volume B2C call center environment
· Strong knowledge in call center technology
( including ACD , CRM and EMS ) , processes and employee
development
· Must have excellent oral and written communications
skills
· Good documentation skills
· Ability to lead and motivate team
· Good organizational , multi tasking , and
leadership skills
