|Job opening status||In-progress|
|Roles and responsibilities||Lead, train, and guide customer care associates to deliver memorable, world-class customer service. Resolve issues, calculate call center performance, and analyze reports. Prepare and develop schedules to manage adequate staffing levels.|
-Lead team members by focusing on CSG’s mission and core values, in order to promote a positive culture and environment, and to
achieve world-class customer service.
-Train and coach team members via quality reviews and assessments, with a focus on individual and team excellence and continuous
customer service improvement.
-Guide team leaders in daily performance tasks.
-Manage all changes and ensure associates are change-ready to maintain smooth campaign operations and fulfill customer service
-Confirm all calls are answered in a timely manner, and all contact center procedures are followed correctly.
-Ensure customer service quality by instilling punctual attendance and adherence to shift schedules by all team members.
-Analyze call volume, handle times and other processes on a continuous basis; keep other management members informed of call
trends in order to guarantee SLAs are met.
-Manage team performance on contact center system.
-Design and implement monthly performance tracking program.
-Answer inbound or make outbound calls as needed for campaign requirements.
-Partner with department managers/directors to achieve team and department goals.
SKILLS AND EXPERIENCE
-2 years college or applicable call center experience
-Bachelor’s degree and/or supervisor experience
-5 years call center experience
Knowledge, Skills, Abilities, and Competencies:
-Strong Leadership skills
-Strong verbal and written communication skills. Effectively interpret and communicate information to individuals and groups, within
CSG and with external clients, in a timely and professional manner.
-Problem solving skills. Ability to solve customer service and associate issues.
-Ability to analyze and interpret data to identify improvement.
-Ability to plan, organize, and implement tasks and projects in a timely manner.
-Advanced understanding of staffing and queuing principles.
-Ability to adapt quickly and efficiently to fast-paced environment.
-Ability to embrace change and lead team members through adaptions in environment and position duties.
-Education or experience in training and coaching principles; ability to apply coaching to front-line staff in one-to-one sessions.
-Education or experience with a variety of call center technology and terminology.
-Extensive PC software skills and experience, including database management and report software.
-Must be able to work overtime hours and Saturdays as necessary to accomplish objectives, goals, and projects.