• Responsible for overall performance and productivity of direct reports.

• Lead a team of contact center assistant managers and supervisors responsible for supervising teams handling the inbound call, chat, and email communications with both internal and external customers

• Ensures adequate staffing to maintain service level standards, including making decisions on schedule changes.

• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.

• Responsible for coaching and developing reports on customer service processes and best practices.

• Evaluates the quality of customer service calls in cooperation with VP of Operations; provides feedback to staff on strengths and areas for improvement.

• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, recommendations for promotions and salary changes.

• Provides coaching and mentoring to contact center staff and team leads.

• Documents and implements streamlining opportunities and process improvements.

• Determines work procedures and workflows.

• Tracks and reports contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.)

• Drives a culture of accountability, continuous improvement, and personal excellence.

• Provides team motivation and development to maximize employee and customer satisfaction.

• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.

• Responsible for timekeeping and payroll review and submission to ensure correct entries.

• Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement.

• Acts as an escalation point for resolving the most difficult customer issues.

• Communicates key messages effectively to ensure that direct reports are informed of process changes.

• Communicates with clients, other departments, and VSC partners to ensure quality service delivery and customer satisfaction.

• Works with and serves as liaison with other VSC Managers, Supervisors, and key clients' senior personnel and manages relevant vendors.

• Serves as project leader or subject matter expert.

• Provides the company with continual feedback about the usability of our services based on customer interactions.

• May be assigned other job duties and or responsibilities with or without prior notice.

• May serve as a backup to more senior customer service management in their absence

Supervisory Responsibilities:

• Carries out supervisory responsibilities following the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ideal candidate must be able to demonstrate the Management skills sufficient to properly supervise Call Center Operators, such as planning, organizing, staffing, budgeting, and controlling, technical problem-solving expertise, and be able to successfully implement management practices, principles, and techniques of a help desk supervisor in a technical environment, using trouble reporting system and assisting callers in software and hardware applications.