Customer Support

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
• Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
• Successfully handle customer escalations and complaints
• Analyze daily, weekly and monthly reporting trends that relate to Customer Service
• Identify process breakdowns and recommend suggested resolutions
• Ability to prioritize assigned tasks
• Ability to communicate/educate staff with policies and procedures
• Achieve and/or Exceed Productivity/Quality Goal set by Department
• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
• Complete ad-hoc projects when necessary
• Improve employee satisfaction and reduce attrition
• Supply timely report to direct reports

Team Lead, Customer Care Center – Service

Support Specialist

Customer Service Representative