Director - Customer Care
2 months ago
Position Responsibilities may include, but not limited to
- Monitor productivity of representatives and generate reports
- Monitor individual and team dynamics and identify both positive and negative performance trends to act and attain goals and performance targets
- Determine work procedures, prepare work schedules, and expedite workflow
- Study and standardize procedures to improve efficiency
- Ensure training programs are in place for new hires, along with refresher training for current employees to ensure skills are kept up to date
- Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
- Participate in the hiring, coaching, and termination of employees, with assistance from the Human Resources function
- Effectively facilitate team meetings and be responsible for current and effective communication for all team members
- Bachelor's Degree or equivalent experience
- Minimum of 5 years' experience in customer service management, with at least 3 years in a supervisory role
- Advanced computer skills - Microsoft Office Suite, with focus on Word, Excel, and Outlook
- Excellent verbal, telephone, and written communication skills
- Ability to multi-task and handle numerous assignments simultaneously
- Strong leadership skills and the ability to take initiative
- Excellent listening and feedback skills
- Ability to work well in a team environment
- Effective training and meeting skills
- Professional, positive, and enthusiastic attitude
- Proven performance management, coaching, and counseling skills
- Strong attention to detail and analytical skills
- Strong ability in making decisions regarding day-to-day issues
- Experience with process improvement initiatives
- Strong background in monitoring data for future forecasting
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
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