Day to day oversite of 24/7 call center and daily metrics.
Preferred, not required, experience starting up call center, new location.
Manage key performance indicators (KPI) for service metrics daily, weekly, monthly
Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
Define, communicate, and implement a best in class customer service value model
Partner with other departments and management to accommodate timely and complete issue resolution
Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
Engage in cross-functional tactical process design to support end-to-end issue resolution
Identify and resolve technical, operational and organizational issues
Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction
For More Details:http://www.laypath.com/v/hgcYUGHf45