Job DescriptionI. Job SummaryManages the daily operations of the customer service team of CSRs. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty
II. Essential Duties and ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 15 customer service representatives.
- Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals, such as: CC Pulse; IEX; NICE; ACORN; MAS etc.
- Directs customer service teams toward achievement of operational goals.
- Organizes and schedules all necessary resources required to accomplish activities.
- Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
- Hires and provides training for new and/or less experienced customer service staff.
- Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
- Compiles all customer service data requirements into reports, and analyzes results.
- Investigates and researches escalated customer service inquiries.
- Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.
III. Supervisory ResponsibilitiesThe highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:
Direct supervision of 15 customer services representatives.
IV. QualificationsThe requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
Experience: Six years of prior work experience with two of those years in a supervisory role.
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
- Call center or customer service experience and supervisory/management skills required
- Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed
- Ability to cross train and develop CSRs
- Ability to work closely with the internal Resource Mgmt. team related to IEX schedules and forecasting to support teams and functions
- Excellent verbal, written and analytical skills
- Typing and computer skills- MS Office
- Ability to multi task and to react well under pressure and treats others with respect
- Identifies and resolves problems in a timely manner
- Prioritizes and plans work activities
- Focuses on solving conflicts and listening to others without interrupting
- Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
V. Work EnvironmentListed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Normal setting for this job is: office setting (Windsor, CT). Hours: 7:30AM- 4:30PM
PAY: The expected pay range for this hybrid position across the U.S is $68,420 - $98,417. This pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
BenefitsAt WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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