Job Summary: 

• Conduct bi-weekly 1:1s for each team member and provide feedback to agents on their areas of improvement.
• Provide regular feedback to management regarding current operational performance.
• Escalate issues appropriately in real-time
• Ensure Quality Assurance Requirements and other key performance metrics are met.
• Provide operational floor management to ensure that the Contact Center runs efficiently and Effectively.
• Analyze trends and training needs, ensuring that improvements are continuously made and performance is measured consistently.
• Perform annual performance reviews and monthly one-on-one meetings with team members.
• Monitor real-time service levels and schedule adherence.
• Customer issues are resolved positively on a same-day basis
• Perform workforce forecasting, scheduling, and load balancing for the Contact Center optimizing service and quality levels while ensuring the most efficient use of resources.
• Develop and maintain capacity-planning tools to accurately forecast workload volume, and provide management with analysis to determine hiring needs and staffing needs for optimal schedules.
• Conduct individual coaching feedback sessions to improve call quality while improving the customer experience.

Skills on Resume: 

• 1:1 Feedback Sessions (Soft Skills)
• Operational Performance Monitoring (Hard Skills)
• Issue Escalation (Soft Skills)
• Quality Assurance Management (Hard Skills)
• Contact Center Floor Management (Hard Skills)
• Trend Analysis and Training Needs Identification (Hard Skills)
• Performance Reviews (Soft Skills)
• Real-time Service Level Monitoring (Hard Skills)

Job Summary: 

• Ensure a smooth and professional service is delivered to every customer
• Ensuring team adherence to internal processes, identifying failures to do so and creating tailored action plans for the individual
• Assisting the customer care team in daily tasks such as customer callbacks and QC’ing final responses on behalf of the business
• Monitoring MP performance on 3rd party review sites and creating monthly and weekly reports highlighting site performance.
• Maintaining a good working relationship with our 3rd party review sites and periodically reviewing the agreement/subscription.
• Ensuring all customer contacts have been recorded and allocated in line with the Motorpoint process and challenging and recorded breaches of this.
• Setting own monthly KPIs in line with departmental projects to improve the customer
• Communicate with multiple departments and management teams to ensure effective working practices are carried out
• Monitoring Customer Care post invoice spend and investigating spikes in spending.
• Effective utilization of in-house systems
• Meet Motorpoint’s benchmark level of customer service
• Team members deliver upon the commitments within the customer charter and Motorpoint standard.

Skills on Resume: 

• Service Delivery (Soft Skills)
• Process Adherence (Hard Skills)
• Callbacks and QC (Soft Skills)
• Performance Reporting (Hard Skills)
• Review Site Management (Soft Skills)
• Compliance Recording (Hard Skills)
• KPI Management (Hard Skills)
• Cross-Department Communication (Soft Skills)

Job Summary: 

• Manage the day-to-day operations of the CX team and support each team member’s performance and growth
• Actively manage and oversee requests across all customer channels (e-mail, social, chat, SMS, etc.)
• Manage escalations and respond directly to customer questions/complaints/etc
• Foster a culture of professionalism, creativity, ownership, and customer advocacy
• Build CX documentation and keep all platforms and applications up to date
• Periodically evaluate the fit and benefit of currently used tools, applications, and platforms
• Create and maintain CX reporting for customer feedback, warranty, and returns
• Collaborate with other teams to stay up to date with customer service policies, product knowledge, and ops procedures and inform future changes to policies/procedures
• Develop and implement strategies to improve internal practices and processes and build knowledge of policies, procedures, and best practices
• Manage customer service activities to ensure all aspects of the scope of work are included within the operating system and that adherence to the scope of work equates to proper billing and cost allocations.
• Work with the Claims Department to resolve discrepancies or disputes.

Skills on Resume: 

• Team Management (Soft Skills)
• Multi-Channel Request Handling (Hard Skills)
• Escalation Management (Soft Skills)
• Culture Building (Soft Skills)
• Documentation Management (Hard Skills)
• Tool and Platform Evaluation (Hard Skills)
• CX Reporting (Hard Skills)
• Cross-Team Collaboration (Soft Skills)

Job Summary: 

• Train and manage coordinator activities and provide oversight of the work of others to ensure consistent application of standards and care.
• Play a collaborative role in growing and implementing standards and processes.
• Build a strong team and shape staff behaviors to accomplish desired results.
• Investigate and resolve customer inquiries.
• Oversee and assess customer service staff activities and provide regular performance-related feedback.
• Assist with the development and implementation of service policies and explain these to staff and customers.
• Review customer requests and service delivery paperwork to apply best-in-class practices.
• Works as a liaison between customers, sales, and operations to ensure all aspects of a job are executed, documented, and tracked through completion within the system.
• Maintains accurate working files and ensures completion of all pertinent information.
• Provides administrative and technical support to the Customer Care Manager, performing as an extension of the manager when supervising teams/groups.
• Understands, interprets, and references sales agreements and vendor contracts to ensure compliance with scheduled bookings.
• Works directly with staff to ensure comprehensive and timely reporting of information and data collection.

Skills on Resume: 

• Coordinator Management (Soft Skills)
• Process Implementation (Hard Skills)
• Team Building (Soft Skills)
• Customer Inquiry Resolution (Soft Skills)
• Staff Performance Oversight (Soft Skills)
• Policy Development and Explanation (Hard Skills)
• Service Delivery Review (Hard Skills)
• Cross-Team Liaison (Soft Skills)

Job Summary: 

• Plan, direct and supervise the daily operations of the Home Medical team
• Supervises the work of employees by assigning incomplete tasks, communicating job expectations, reviewing and appraising performance
• Encourages and develops professional growth opportunities for employees
• Conducts evaluations of employees to identify areas of needed improvement
• Provides initial and ongoing training to Home Medical team members
• Perform all tasks within the Home Medical team
• Addresses escalated inquiries and complaints from patients and customers
• Possesses a thorough understanding of Company inventory procedures
• Stays up-to-date with store products and services available
• Responds to inquiries from potential and active customers.
• Take responsibility for process change for service.
• Performs duties in compliance with laws, regulations, company policies and procedures.

Skills on Resume: 

• Operations Supervision (Soft Skills)
• Task Assignment (Hard Skills)
• Employee Development (Soft Skills)
• Performance Evaluation (Soft Skills)
• Team Training (Hard Skills)
• Escalation Handling (Soft Skills)
• Inventory Management (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Manages vendor site performance based on the required business KPIs
• Audits and approves vendor invoices
• Maintains accurate date vendor staffing headcount
• Creates, implements, and manages employee motivation and recognition activities for vendor sites
• Manages work schedules and evening and weekend operations for vendor sites
• Manages call agent quality, agent escalations, training, and
• Traveling to vendor sites periodically as required by the business
• Provide on-call support/escalation for Saturday call center hours.
• Monitors operations and activities of utility billing services
• Recommends improvements and modifications and prepares various reports on operations and activities
• Recommends and assists in the implementation of goals and objectives, and implements policies and procedures.
• Supports company policies and works within the guidelines of State Regulatory agencies.

Skills on Resume: 

• Vendor Performance Management (Hard Skills)
• Invoice Auditing (Hard Skills)
• Vendor Staffing Oversight (Hard Skills)
• Employee Motivation Programs (Soft Skills)
• Schedule Management (Hard Skills)
• Call Agent Quality and Training (Soft Skills)
• On-Call Support (Soft Skills)
• Operations Monitoring and Reporting (Hard Skills)

Job Summary: 

• Plans, assigns and supervises the work of billing staff. 
• Evaluates the operations and activities of direct reports in the Billing Department. 
• Monitors the training of billing representatives and identifies gaps and learning opportunities.
• Manages the interviewing, selection and onboarding of new billing staff
• Responsible for developing employee skills, evaluating performance, and providing ongoing coaching to ensure quality, reliability and productivity.
• Responsible for coordinating the daily billing, financial and other system routines.
• Escalates and manages system issues through the Service Hub ticket process.
• Organizes and prioritizes a variety of projects and multiple tasks in an effective and timely manner, organizes own work, sets priorities, and meets critical time deadlines.
• Maintains a variety of records and prepares routine reports of work performance.
• Prepares other operational analytical and statistical reports
• Responsible for overseeing that all key audit controls are being followed and met, and ensuring any deficiencies are communicated to the Customer Care Manager.
• Identifies problems, researches and analyzes relevant information, and develops and presents recommendations and justification for solutions.

Skills on Resume: 

• Billing Staff Supervision (Soft Skills)
• Operations Evaluation (Hard Skills)
• Training Management (Soft Skills)
• Staff Onboarding (Hard Skills)
• Performance Coaching (Soft Skills)
• Billing System Coordination (Hard Skills)
• Issue Escalation and Management (Hard Skills)
• Report Preparation (Hard Skills)

Job Summary: 

• Servicing internal and external customers, other departments and the sales support needed by the sales staff including phone queue inquiries and route coverage.
• Monitoring Customer Care productivity, revising procedures and/or developing new forms to improve the efficiency and effectiveness of workflow and associates
• Formulating procedures for systematic retention, protection, retrieval, transfer, and/or disposal of records.
• Implementing a Sales Support mentality to create a stable foundation for sales growth through enhanced sales support and customer relationships.
• Reviewing customer requests and/or complaints to identify and implement process improvements to make the department more efficient and customer-centric.
• Managing and directing department personnel and overseeing direction, coordination and evaluation.
• Manages associates, systems, and projects to achieve business goals within existing policies and procedures.
• Sets expectations for goals, planning & preparation, and execution of objectives.
• Exhibits influence and expertise to remove obstacles and achieve results through others.
• Leads by example in creating an effective work environment, including developing a common purpose, and setting clear objectives.
• Drives Associate Engagement by promoting teamwork, recognizing success, and encouraging open communication.
• Focuses on driving increased levels of customer satisfaction and service levels

Skills on Resume: 

• Customer Service Support (Soft Skills)
• Productivity Monitoring (Hard Skills)
• Records Management (Hard Skills)
• Sales Support Implementation (Hard Skills)
• Process Improvement (Hard Skills)
• Team Management (Soft Skills)
• Goal Setting and Planning (Soft Skills)
• Customer Satisfaction Focus (Soft Skills)

Job Summary: 

• Demonstrates a higher level of expertise across multiple products, systems, and processes
• Proactively identifies potential issues and effectively involves others to drive resolution
• Maintains customer focus by handling all customer situations and recognizes opportunities to serve the customer beyond the customer’s expectations
• Embraces the RBS (Rexnord Business System) Continuous Improvement Culture by effectively using tools and following processes in all situations, including performance management.
• Responsible for ensuring adequate coverage for daily team workload as it relates to staffing, call queue work and cases in Salesforce.com
• Effectively manages the attendance policy and timecard accuracy within the team.
• Take responsibility for handling customer escalations
• Works with several internal departments to resolve wide-ranging customer issues and to ensure customer satisfaction.
• Develops associates through real-time coaching, managing performance feedback, providing effective performance assessments, and establishing development plans.
• Ensures regular monthly one-on-one meetings with each team member, as well as performing weekly team update huddles.
• Provides direction of workload priority for their direct reports.

Skills on Resume: 

• Product and Process Expertise (Hard Skills)
• Issue Identification and Resolution (Soft Skills)
• Customer Focus (Soft Skills)
• Continuous Improvement Culture (Hard Skills)
• Team Workload Management (Hard Skills)
• Attendance and Timecard Management (Hard Skills)
• Customer Escalation Handling (Soft Skills)
• Team Development and Coaching (Soft Skills)

Job Summary: 

• Leads/supervises the Customer Care service provider in ensuring full end-to-end user support
• Incidence handling & basic troubleshooting, proper issues escalation, task verification, points balance check, email/SMS/call inquiries, inactivity follow-up and task re-publishing.
• Leads/supervises Customer Care business reviews and weekly quality calibrations, to ensure guidelines are implemented consistently and efficiently, and KPIs are met.
• Develop and deliver tailored training materials for Customer Service Representatives (CSR) based on the content calendar and project briefs
• Ensure consistent and optimal customer support to retailers and FSF while adhering to specific requirements.
• Support that key initiatives and communication messages are effectively delivered by providing the right tools/instructions to CSRs
• Ensure interactions with customers are always professional and comply with PMI policies, procedures, and regulatory/legal requirements
• Analyzes key customer feedback and learnings to continuously improve the user experience, which may influence content planning and innovation roadmap for Digital Trade Engagement.
• Develop CSR incentive schemes and promotions, utilizing such to drive key business objectives.
• Manage day-to-day Call Centre operations whilst maintaining and achieving agreed business deliverables.
• Use business knowledge to investigate, troubleshoot and resolve customer service inquiries
• Lead the delivery of customer service excellence, setting priorities and aligning goals across the teams

Skills on Resume: 

• User Support Supervision (Soft Skills)
• Issue Handling and Escalation (Hard Skills)
• Quality Calibration and KPI Management (Hard Skills)
• Training Material Development (Hard Skills)
• Customer Support Consistency (Soft Skills)
• Initiative and Communication Delivery (Soft Skills)
• Customer Feedback Analysis (Hard Skills)
• Call Centre Operations Management (Hard Skills)

Job Summary: 

• Provides supervision - ensuring call handling and documentation meet regulatory requirements.
• Supervise day-to-day operations for the Customer Care team, serving as the main escalation point for any Customer questions or issues and managing processes.
• Define, manage and implement enhancements to processes and systems to refine the Customer Care structure.
• Preparation of daily, weekly, monthly and quarterly reports.
• Provides coaching and feedback following department and company goals.
• Manages Customer Care quality program, conducting quality audits and calibration of quality scoring with leadership team.
• Handles the most complex Customer complaints and/or inquiries.
• Ensures adherence to Regulatory, Quality and accreditation standards.
• Contribute to an environment of customer service excellence
• Make sure that Customer Care Specialists are aware of new products and are supported throughout shifts
• Assist Management in daily activities and special companywide projects
• Reviews financial targets set and is responsible for working with the Customer Care team to assist with meeting or exceeding sales goals and ensuring operating and expense commitments are met.

Skills on Resume: 

• Call Supervision and Documentation (Hard Skills)
• Team Operations Management (Soft Skills)
• Process and System Enhancement (Hard Skills)
• Report Preparation (Hard Skills)
• Coaching and Feedback (Soft Skills)
• Quality Program Management (Hard Skills)
• Complex Complaint Handling (Soft Skills)
• Sales and Expense Management (Hard Skills)

Job Summary: 

• Develop people through coaching and providing performance feedback. 
• Consistently administer policies and procedures. 
• Support continuous improvement by continuously challenging and raising standards to optimize service delivery and satisfaction rankings
• Supervises and coordinates activities of Order Management Specialists
• Manage team goals to support departmental, business, and corporate goals and objectives. 
• Manage daily interface with customers, including but not limited to order management, pricing, compliance, transportation, supply chain best practices
• Ongoing risk management understanding, documenting and tracking risks for probability and impact
• Ensure all customer deductions and chargebacks are investigated and disputed
• Leads efforts in the development, implementation, and electronic documentation of all processes & training materials, including creating process maps and flow charts
• Supervises and supports processes within the organization to ensure that all elements are accurately and effectively communicated promptly
• Recognizes resource changes due to customers' changes in expectations, and/or with the information provided by internal stakeholders
• Lead the Customer Service team in a KPI-focused environment, holding themselves and each member accountable to achieve outlined success

Skills on Resume: 

• Coaching and Performance Feedback (Soft Skills)
• Policy and Procedure Administration (Hard Skills)
• Continuous Improvement Support (Hard Skills)
• Team Supervision (Soft Skills)
• Customer Interface Management (Soft Skills)
• Risk Management (Hard Skills)
• Deduction and Chargeback Resolution (Hard Skills)
• KPI-Driven Leadership (Soft Skills)

Job Summary: 

• Lead and actively participate in Business Projects across the organization. 
• Train and coach staff on new developments, reports, processes, and strategies
• Act as a liaison between plant, supply chain and customer to ensure customer satisfaction aligning with companywide goal deployment process
• Leader in integrating ERP systems, integrating new business, 3PLs, warehouses, etc.
• Work with sales representatives from all businesses to identify gaps with customers, reporting on pricing issues, customer issues, etc. monthly.
• Hold regularly scheduled meetings with business stakeholders to review the status of ongoing initiatives, update work plans, and provide consistent feedback to stakeholders highlighting risks and corrective action plans
• Troubleshoot and triage various departments when urgency arises (this can include Transportation, Supply Chain, Pricing, Plants, IT, PMO)
• Utilize various reports and tools to monitor all Order Management specialists to adhere to KPI’s
• Development of analytical data and ad-hoc requests of the Manager
• Review e-mail communications sent to customers
• Take responsibility for handling customer escalations
• Participates in the hiring process with the Customer Care Manager

Skills on Resume: 

• Business Project Leadership (Hard Skills)
• Staff Training and Coaching (Soft Skills)
• Cross-Department Liaison (Soft Skills)
• ERP and Systems Integration (Hard Skills)
• Customer Issue Reporting (Hard Skills)
• Stakeholder Communication and Risk Management (Soft Skills)
• Department Troubleshooting (Soft Skills)
• Customer Escalation Handling (Soft Skills)

Job Summary: 

• Tracking and documenting employee performance both formally and informally
• Complete employee performance reviews
• Interviews, hires, and terminates employees, when needed, with assistance from Human Resources
• Creates and distributes necessary call center reports as requested by management
• Training, motivating, developing, and coaching employees to drive customer satisfaction, efficiency, and performance
• Determines training requirements for new hires and additional performance-based training for existing representatives
• Answers rep questions and handles customer escalations
• Manages productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner
• Scheduling of Representatives based on call center volume and needs
• Approval of weekly timecards and resolving employee issues per Company policy and/or with Human Resources assistance
• Coordinates and assists in managing necessary call campaigns, such as Welcome and Exit Campaigns
• Ensures agents are meeting their monthly goal targets

Skills on Resume: 

• Performance Tracking and Documentation (Hard Skills)
• Employee Performance Reviews (Hard Skills)
• Recruitment and Termination (Soft Skills)
• Call Center Reporting (Hard Skills)
• Employee Training and Motivation (Soft Skills)
• Training Needs Assessment (Hard Skills)
• Customer Escalation Handling (Soft Skills)
• Productivity Management (Hard Skills)

Job Summary: 

• Hire, manage, and evaluate Data Entry Technicians and Contact Center staff to ensure adequate coverage for workflow, and manage performance to achieve objectives of the department.
• Oversee and plan for sustained growth, ensuring customers are provided the highest degree of support quality and outcomes available.
• Develop and maintain expert knowledge in contact center scripts, technology, customer offerings and internal data entry processes.
• Effectively develop, maintain, and facilitate delivery of training programs to support the Customer Care Center to ensure scalability, optimum performance, and an outstanding customer experience.
• Build strong working relationships with senior leadership, operations, account management, and other teams to create high-level roadmaps, team strategies, and multifaceted training programs that ensure scalability.
• Respond to both oral and written escalated customer care process and technology concerns.
• Continuously seek and support new approaches, practices, and processes to improve the efficiency of training programs offered with a focus on the ongoing enhancement of service performance and quality and projected growth of operations.
• Collaborate with the Quality Assurance team to ensure programs and staff performance align with industry requirements and organizational policies and goals.
• Communicate goals and monitor individual, team, and contact center results to identify and act on both positive and negative trends to ensure attainment of and performance and quality targets.
• Reinforce learning daily through real-time monitoring of multiple contact channels, assessment of agent analytics, and identification of individual coaching opportunities to maintain appropriate support levels.
• Collect, analyze, and measure training data and agent performance against goals and expectations with key metrics such as calls handled, utilization, etc.
• Identify and analyze performance gaps, tailor training initiatives to drive results, and make recommendations to leadership for ongoing agent performance concerns.

Skills on Resume: 

• Team Hiring and Management (Soft Skills)
• Growth Planning and Support Quality (Hard Skills)
• Contact Center Knowledge (Hard Skills)
• Training Program Development (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• Customer Escalation Response (Soft Skills)
• Process Improvement (Hard Skills)
• Performance Monitoring and Coaching (Soft Skills)

Job Summary: 

• Supervises the logistics of all Customer Care related to customer inquiries and Quality Assurance reporting
• Analyzes data obtained from Avaya CMS and the complaint handling system to provide summaries and recommendations to the Customer Care Manager
• Oversees and coordinates call center activities and manages the staffing requirements
• Oversees activities, KPI targets and staffing needs of third-party call centers
• Assists the Customer Care team members in responding to information requests
• In responding to customer inquiries, ensures the Customer Care team follows Abbott policies and conveys the importance of Abbott’s high-quality standards
• Identifies training needs for current Agents and proposes additional training sessions to the Customer Care Manager and Trainer and Quality Assurance Specialist
• Collaborates with the Trainer and Quality Assurance Specialist to ensure agents are trained on required specific/technical information and updates
• Support the Trainer and Quality Assurance Specialist during vacation or increased workload
• Depending on business needs support the Manager during vacation or increased workload
• Acts as the subject matter expert for all questions related to the call center activities
• Identifies and applies corrective measures to optimize the team KPIs for quality, accuracy and timeliness
• Responsible for setting goals for the agents
• Promotes agent development and growth by identifying strengths, coaching opportunities and conducting regular 1:1’s with team members
• Represents the point of contact between the call center and other departments within the organization

Skills on Resume: 

• Customer Care Supervision (Soft Skills)
• Data Analysis and Reporting (Hard Skills)
• Call Center Activity Management (Soft Skills)
• Third-Party Call Center Oversight (Hard Skills)
• Customer Inquiry Response (Soft Skills)
• Policy Adherence and Quality Standards (Hard Skills)
• Training Needs Identification (Soft Skills)
• KPI Optimization (Hard Skills)