Senior Accountant II
Deel
Cloud
Customer Support Manager I
Shopmonkey
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $70,000 - $80,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead and manage the Customer Support – Tier 1 team, coaching team leads and representatives, ensuring KPI attainment and customer experience
- Fully support the delivery of the ultimate customer experience by working with your team to understand and attain key performance indicators, use data to make informed decisions, and resolve internal and external Shop issues
- Model excellent customer service by demonstrating and holding your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all Shops
- Utilize a wide range of people and operational skills to optimize the Shops and employee experience and maintain the health of daily and long-term goals while supporting the vision of the Customer Support’s leadership team
- Monitor Shops contacts to ensure interactions are at standards and provide ongoing feedback to team members on how to improve quality and service levels are met
- Manage call and chat volume through online reporting and analysis
- Oversee all day-to-day and hour-to-hour aspects of the contact center, including active and consistent daily management of employees
- Monitor and manage Chat and Call Queues
- Manage team’s daily, weekly, monthly, and long term schedules
- Support department quality assurance program
- Support and manage technology implementation projects impacting the contact center
- Generate daily reports of KPIs call and provide Customer Support Specialists with performance dashboards
Requirements
- Bachelor’s Degree in Business Management or related field of study or equivalent work experience
- 5+ years of experience supervising a contact center or similar role; inbound call center experience preferred
- Demonstrated effective leadership and people management skills, proven ability to effectively develop, coach, and motivate employees
- Well-versed in contact center-specific Workforce Management concepts and tools
- Ability to prioritize and work well both independently and as part of a team
- Strong organizational and time management skills
- Demonstrated ability to motivate teams to provide best-in-class customer service
- Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
- Creative thinker with an innovative approach to problem-solving
- Outstanding verbal and written communication skills
- Prior Google applications, proficiency with statistical reporting (MS Excel), Workforce Management Software, as well as forecasting/scheduling related software packages
- Strong analytical and mathematical skills to collect and interpret data to solve problems
