Knowledge, Skills and Abilities:

• An assertive, well-organized self-starter with demonstrated sales experience
• Management experience in customer service (or sales or on line retail where relevant) desirable
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingl
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Problem solving skills; linear and troubleshooting
• Demonstrate a strong customer service orientation and take responsibility to followup with customers to ensure needs and expectations are satisfied
• Proven track record of success to motive sales/service professionals and exceed performance metrics
• Present information effectively and persuasively across various communication channels
• Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
• Tolerate stressful situations well
• Project a positive and professional image
• College/Associates Degree or Bachelor’s Degree in related field (preferred)
  
  

Responsibilities:

• Oversee and supervise a team of agents. 
• Attend required training session for new information and training updates. 
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes 
• Assist in developing and streamlining procedures 
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Ensure open flow of communication between agents, supervisors and management. 
• Ensure uniform understanding and adherence to policies, procedures and company programs. 
• Supervise and monitor agent attendance, performance and productivity 
• Prepare and ensure accuracy of reports. 
• Ensure agents are continuously kept abreast of operational changes. 
• Conduct employee briefings and meetings. 
• Assure service level standards are met. 
• Monitor system performance and initiate actions to correct system problems. 
• Conduct agent observation and provide feedback. 
• Assist in the development and tracking of employee incentive programs. 
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.