Job Description

KEY RESPONSIBILITIES:
xefx82xb7 Supervises, coaches, and develops staff to ensure quality client service and departmental expectations are met.
xefx82xb7 Act as a visible, approachable subject matter expert interacting regularly with each team member.
xefx82xb7 Makes hiring recommendations and evaluates performance; merit increases, promotion or termination, and disciplinary action to maximize organization performance.
xefx82xb7 Conducts weekly individual team meetings when necessary to advise of departmental updates.xefx82xb7 Assists in monitoring inbound/outbound call volumes, queues and KPIs to identify trends. Review and document staffing levels; coordinate Teams coverage across multiple shifts.
xefx82xb7 Plans, coordinates, and organizes weekly reporting, monthly 1:1xe2x80x99s, and annual reviews.
xefx82xb7 Partners with recruiting and other supervisors related to interviewing and hiring to ensure that our department is staffed with the best possible talent.
xefx82xb7 Participate and present during monthly Teamxe2x80x99s meetings.
xefx82xb7 Reviews and handles timecard approvals and time off requests.
xefx82xb7 Respond and resolve escalated issues and assigned projects.
xefx82xb7 Maintain knowledge and communication of changes in our processes and procedures.
xefx82xb7 Flexibility; departmentxe2x80x99s hours of operation xe2x80x93 Eastern Standard time.PROFESSIONAL EXPERIENCE:
xefx82xb7 1-3 years of experience leading or managing a team of 15+ team members in call center environment is mandatory.
xefx82xb7 Should be able to demonstrate highest level of customer satisfaction with first call resolution techniques.
xefx82xb7 Previous experience meeting or exceeding contractual agreements and/or given department metrics.EDUCATION:
xefx82xb7 Bachelorxe2x80x99s degree and/or Industry Related Experience.

Ciel HR