Job Summary:

• Ability to lead a high-performance team that’s passionate about accountability and exceeding expectations
• Recruitment and training of new employees
• Contact person for the project management team as well as the sales department
• Conduct needs assessments in each local center of excellence
• Resource, personnel, and organizational planning of current projects
• Development of an appropriate structure and core competencies of each role within this structure
• Creation of the plans for the implementation of the corporate strategy with timelines
• Develop appropriate KPIs to monitor the progress and success of the implementation plan
• Monitor and ensure compliance with agreed processes (SOPs)
• Develop local recruiting leadership to create best-in-class recruiting teams that deliver quality results for clients and a top-notch experience for respondents
• Oversee a team of 6-8 direct reports and up to 50 indirect employees

Skills on Resume: 

• Leadership (Soft Skills)
• Recruitment and Training (Hard Skills)
• Project Management Liaison (Soft Skills)
• Needs Assessment (Hard Skills)
• Resource Planning (Hard Skills)
• Role Development (Hard Skills)
• Strategic Planning (Hard Skills)
• KPI Development and Monitoring (Hard Skills)

Job Summary:

• Reporting directly to the Co-founder will be a cross-functional liaison working with marketing, engineering, sales, and finance to drive Customer service strategic initiatives. 
• Manage a team lead and agents to achieve business results and provide an unparalleled experience to Localcoin customers
• Oversee and conduct hiring process for new team members
• Build and develop the service level requirements and performance metrics for the department
• Create and optimize all support channels: live chat, email, social, SMS and phone
• Implement custom workflows and automation with integrations team
• Act as a liaison between the Customer Service team and cross functional departments (operations, sales, finance & compliance)
• Provide a frictionless experience for members by identifying bottlenecks, finding solutions, along with creating and enhancing automated processes.
• Manage the team on a day-to-day basis, guiding with a clear vision while also being responsible for overseeing KPI target setting and execution.
• Ensure team Service Level Agreements (SLAs) are consistently being achieved and escalate and resolve any roadblocks.
• Manage qualitative and quantitative team metrics to ensure we deliver on standards of service and lead continuous improvement efforts to drive higher performance.
• Adequately forecast workload and resource needs to effectively support the business.
• Work cross-functionally with Product, Sales, Marketing, and other teams to develop and prioritize strategies to optimize the customer experience end-to-end.

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Communication Skills (Soft Skills)
• Customer Service Expertise (Hard Skills)
• Strategic Thinking (Soft Skills)
• Problem-Solving Skills (Hard Skills)
• Data Analysis (Hard Skills)
• Project Management (Hard Skills)
• Collaboration and Interpersonal Skills (Soft Skills)

Job Summary:

• Oversee and grow the operations of call center division, including improving call center continuous improvement plans and strategies, 
• Growing Call Center headcount and functionality, and designing and implementing a performance management system to evaluate the effectiveness of the Group Call Center
• Set the vision, direction, and culture of teams by managing individual and team performance expectations and goals, holding teams accountable to meet and exceed performance targets.
• Create closed-loop feedback processes where team are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.
• Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of.
• Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain.
• Demonstrates appropriate balance of challenge and support with stakeholders/partners in business performance and process adherence.
• Reviewing current customer service offerings and looking at best practices and efficiency gains
• Dealing with the system vendor to ensure user, reporting and control requirements are implemented
• Key team member in defining a self-service strategy, to put the digital offering at the forefront of all customer service and experience, marketing, and commercial initiatives to get the most value from digital platform.
• Drive a shift in customer behavior to increase registration and usage of the company’s self-service portals, so that customers no longer need to rely upon traditional call center interaction to have their queries resolved
• Create a culture where accountability, transparency and collaboration are the norms and where rapid deep dives into root causes of defects is a standard way of working.
• Developing the quality of the Customer Service function through training programs, software enhancements and industry-recognized best practices

Skills on Resume: 

• Strategic Leadership (Soft Skills)
• Operational Management (Hard Skills)
• Performance Management (Hard Skills)
• Coaching and Development (Soft Skills)
• Partnership Building (Soft Skills)
• Customer Experience Optimization (Hard Skills)
• Vendor Management (Soft Skills)
• Digital Transformation (Soft Skills)

Job Summary:

• Developing and implementing a strong supervisory / leadership team with industry experience with proven development and motivational achievements
• Implementing and maintaining an open and clear communication system (visual management, team meetings/briefings, etc.) so all team members are aware of performance, service developments, company strategy
• Ownership of KPI and daily reporting package maintenance and customer satisfaction
• Running statistical analysis to highlight areas for the business to improve
• Work cross-functionally with other departments to improve processes that impact the customer based on insights gathered from customer interactions
• Track, measure, analyze and report on overall productivity and efficiency
• Review the current operating system
• Upgrade existing processes, trackers, scripts
• Establish Quality Assurance functions/processes within Customer Care
• Performance management
• Lead Call Center team to better performance and improve service quality
• Improve training capabilities for existing team
• Provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques
• Grow Call Center team by developing a system for recruiting, hiring, training, coaching and leading Customer Care Representatives as provide support for customers

Skills on Resume: 

• Leadership and Team Development (Soft Skills)
• Communication Skills (Soft Skills)
• Data Analysis and Reporting (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Quality Assurance (Hard Skills)
• Performance Management (Soft Skills)
• Recruitment and Training (Soft Skills)

Job Summary:

• Verify daily monitoring of random calls is performed to meet contractual and organizational standards requirements, improve quality, minimize errors, and track operational performance.
• Identify additional training needs, plan training sessions, and track performance improvement.
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
• Keeps leadership promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action that may be taken.
• Communicates areas of accountability and performance expected of personnel assigned
• Develop in-depth knowledge of all call center functions with a particular focus on the Dispatch process. 
• Understand the challenges of meeting members needs, special rates, provider demands, IT issues.
• Manage the financial expectations of the call center cost of labor, overtime, spending of revenue. 
• Know the regulatory requirements of contracts and maintain acceptable metrics. 
• Understand what drives the metrics and how to achieve the goals.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Skills on Resume: 

• Quality Assurance and Monitoring (Hard Skills)
• Training and Development (Hard Skills)
• Interpersonal Communication (Soft Skills)
• Problem Solving (Hard Skills)
• Performance Management (Hard Skills)
• Process Understanding (Hard Skills)
• Financial Management (Hard Skills)
• Regulatory Compliance (Hard Skills)