Communication Desk Manager
3 weeks ago
Job Summary:
Our client is seeking a Communication Desk Manager who oversees the daily operations of the Communication Desk department, ensuring efficiency and professionalism. This role involves supervising staff, analyzing customer call data to identify issues, and coordinating communications during service disruptions. Responsibilities include collaborating with various departments to resolve issues, managing escalations, and enhancing the customer experience. The Communication Desk Manager provides daily frontline support and responds to critical events affecting customers, employees, and the business.
Duties:
- Supervise Communication Desk staff across multiple shifts and locations
- Support efforts to improve the customer experience consistently
- Coach and develop employees to maximize performance
- Make decisions on escalations and ensure quality communications to Executive Leaders
- Analyze data to identify trends and issues, facilitating appropriate action
- Foster relationships with internal partners to enable effective execution of activities
- Evaluate processes for improvement opportunities
- Conduct coaching sessions, reviews, and evaluations
- Manage timesheets and payroll practices
- Ensure staff are knowledgeable about company policies and products
- Maintain availability 24/7 to resolve issues
- Promote high employee morale and provide opportunities for feedback
Desired Skills/Experience:
- 3+ years of general management experience
- 2+ years of business analytics and project management experience
Benefits:
- Medical, Dental, & Vision Insurance Plans
- 401K offered
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