Responsible for providing quality and efficient customer service to customers through the daily management of team including hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.Additionally, responsible for assisting manager with development, analysis and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.
Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy.
Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
Work as a member/leader of special or on-going projects that are important to area/process improvement.- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
Use appropriate judgment in upward communication regarding department or employee concerns.