Manage team of associates responsible for providing coaching, feedback and guidance via new hire onboarding and call escalations in supporting contact center agents via digital and telephony platforms. This position is directly responsible for proactively leveraging data captured through these interactions. Performs trend analysis to identify efficiencies and improved workflows impacting customer and employee experiences. Requires frequent interaction with Contact Center and Operational Senior Leadership to present opportunities and recommendations to drive prioritization of key initiatives impacting operational excellence. Handles sensitive legal situations impacting customers requiring decisiveness and confidence in escalation processes.
Position Responsibilities:
Optimization & Operational Excellence
Customer Experience & Decision Quality
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Computer Skills and Knowledge of Hardware & Software Required: |
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