Primary Function:
To supervise a team of eReps and Customer Service Advisors and support team operations in meeting the needs of the business by demonstrating outstanding leadership and interpersonal skills.
Key Result Areas and Activities:
•Productivity
•Staff Supervision
•Team Building
•Account Management
•Miscellaneous
Problem Analysis & Job Empowerment:
Work is concentrated on team’s delivery of results & motivation. Problems encountered may be related to an individual (direct report) or collectively and may involve account management, administrative & motivational issues. Some solutions are standardized and others may need to be escalated. Interpersonal skills are critical to effectively perform the function.
Education/Experience:
• College Degree
Knowledge/Skills/Ability:
• Excellent knowledge of contact center and customer service operations
• Telephony and data processing system (i.e. CMS)
• Preferably has client-specific training or has ability to learn and adapt client-specific knowledge
• Technology savvy
• Excellent English communications skills – at least BUPLAS 3.0
• Strong team leadership and people management skills
• Strong interpersonal and customer service skills
• Strong mentoring and coaching skills
• Strong problem-solving skills
• Ability to make quick, accurate, and appropriate decisions
• Strong organizational, administrative and time management skills
• Ability to create effective performance improvement and professional development plans
• Ability to assess and address morale and motivation issues
