Job Summary:

• Provide daily direction and priorities to team members to ensure direct and indirect customer requests are answered in a timely, efficient, and knowledgeable manner. 
• Provides continual evaluation of processes and procedures to achieve department service-level goals. 
• Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Gathers statistical performance data to regularly coach each team member to a higher level of performance. 
• Generates and administers performance reviews to ensure skill improvement.
• Conduct effective interviews to recruit the best talent in support of customer service/satisfaction objectives. 
• Ensure employees have appropriate training and other resources to perform jobs. 
• Responds to and resolve issues expressed by team members to create and maintain a high-quality work environment. 
• Keeps team members motivated to perform at highest level.
• Addresses disciplinary and/or performance problems according to company policy. 

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Improvement (Hard Skills)
• Performance Management (Soft Skills)
• Talent Acquisition (Hard Skills)
• Training and Development (Hard Skills)
• Conflict Resolution (Soft Skills)
• Motivational Techniques (Soft Skills)
• Disciplinary Action Management (Hard Skills)

Job Summary:

• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective actions
• Assists with daily operations to include the development, analysis and implementation of staffing, training, and reward/recognition programs. 
• Manages team to ensure phone calls, emails and other tasks are handled efficiently and effectively to meet and exceed established service level goals.
• Establishes work procedures and processes that support Galls and departmental standards, procedures, and strategic directives.
• Uses appropriate judgment in communicating upwardly regarding department or employee concerns.
• Write performance reviews
• Resolve escalated customer-related issues.
• Escalate feedback regarding any service failures or other customer concerns. 
• Handle highly confidential company, employee, and customer information appropriately; using judgment and discretion; respond well to pressure or deadline situations. 
• Ensure training policy, procedures and activities support successful ISO audits.
• Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.

Skills on Resume: 

• Effective Communication (Soft Skills)
• Operations Management (Hard Skills)
• Team Management (Soft Skills)
• Process Development (Hard Skills)
• Sound Judgment (Soft Skills)
• Writing Performance Reviews (Hard Skills)
• Customer Issue Resolution (Soft Skills)
• Compliance Record Keeping (Hard Skills)

Job Summary:

• Responsible for the Performance management of the team, ensuring that the team’s performance is managed and aligned with Yearly Goals, Commercial targets and overall metric performance and that team members receive relevant and timely feedback on an ongoing basis.
• Organizing the workload for the team and ensuring that the right resources are available and trained to the highest standard.
• Measure, monitor, and report on established Customer service KPIs ensuring that they are met on an ongoing basis. 
• Implementation and tight control of a Tiered review process (Daily team / Daily site / Weekly / Monthly etc) that manages all aspects of the business to ensure that team issues are dealt with at the appropriate level and in a timely manner. 
• Collaborate with various stakeholders (Commercial, Quality, Transportation, Senior Leadership etc) to ensure that business requirements are fulfilled by team.
• Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve customer experience.
• Work closely with the Customer Service Support Specialist facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.
• Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience.
• Collaborate and share best practices with other team leads in Abbott Galway and US Shared Services Centre ensuring consistent and up-to-date knowledge of all business processes.
• Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer service activities.

Skills on Resume: 

• Performance Management (Hard Skills)
• Workload Organization (Hard Skills)
• KPI Monitoring (Hard Skills)
• Review Process Implementation (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Training Facilitation (Hard Skills)
• Quality Assurance Compliance (Hard Skills)

Job Summary:

• Handle customer queries received via multiple channels, across a variety of product offerings and services for customers.
• Understand and respond to customer needs and ensure that the response is dealt with appropriately to exceed the customer’s expectations, delivering high-quality customer service.
• Be a customer advocate for driving change which enhances customer experience on every interaction.
• Work as a part of a dynamic and continuously evolving team and support the team to meet daily team standards.
• Management of daily workflow, staffing productivity and allocation of resources in line with demand.
• Continuous review, evaluation, and improvement of processes to assure operational efficiency and positive customer experience.
• Daily, weekly, and monthly reporting on agreed KPIs.
• Analysis of contact center data, identification of areas for improvement, and providing recommendations to management.
• Ensuring the effective operation of all contact center-related tools such as 8x8 and other customer support systems.
• Leadership of the team through team management, mentoring and ensuring the development of each team member.
• Management of customer service escalations.
• Work with all areas of the organization that will have an impact on customer experience.

Skills on Resume: 

• Multichannel Communication (Hard Skills)
• Customer-Centric Approach (Soft Skills)
• Advocacy for Change (Soft Skills)
• Team Collaboration (Soft Skills)
• Resource Management (Hard Skills)
• Process Improvement (Hard Skills)
• Data Analysis (Hard Skills)
• Leadership and Mentoring (Soft Skills)

Job Summary:

• Oversee day-to-day operations which including acting as an escalation point for direct reports, governing a master shift schedule of team members to align with operational needs, 
• Monitor, audit and drive overall case quality, 
• Monitoring team performance and report regularly on KPIs and metrics, 
• Identifying team's training needs and provide coaching, driving use of knowledge articles as a principle information resource, 
• Recognizing high performance and rewarding accomplishments, 
• Participating in the shift lead rotation and, act as backup for the Customer Care Manager
• Drive continuous improvement by helping identify permanent solutions on customer impacting process gaps through cross-functional collaboration with internal key stakeholders; Senior Leadership, Tier-3 Escalation Specialist, Field Service Account Rep. and O&M, Sales and Channel Management, Financial Product Operations, Customer Experience Teams and, other internal Teams.
• Proficient operations management by bringing order, structure, focused management attention, and an additional resource to those customer situations that could otherwise result in a high level of customer dissatisfaction and/or damage to SunPower’s brand.
• Responsible for following up and delivering on the team's KPI’s while delivering high quality services
• Anticipate change, identify trends, and utilize metrics to ensure support is positioned for success
• Collaborate with internal leadership to continuously iterate on a better customer support experience

Skills on Resume: 

• Operational Oversight (Hard Skills)
• Performance Monitoring (Hard Skills)
• Coaching and Development (Soft Skills)
• Recognition and Motivation (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Continuous Improvement (Hard Skills)
• Customer Focus (Soft Skills)
• Strategic Planning (Hard Skills)

Job Summary:

• Work with the team to identify requirements, resolve cases and help drive decisions
• Interface with stakeholders across the organization
• Suggest and implement improvements
• Communication via phone and with Customer Service Representatives and Supervisors
• Analyze customer inquiries on the phone and/or understand written correspondence
• Monitor the quality of service and the responses provided through observation and monitoring of calls.
• Assist and advise team members in resolving problems and issues that arise with internal and external customers.
• Receive escalated customer issues/complaints and handle them according to department standards and goals.
• Ensure team members are adhering to all policies, procedures and schedules according to job description and defined work instructions.
• Actively participate in hiring, developing, and reviewing team members and performance.

Skills on Resume: 

• Team Collaboration (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Process Improvement (Hard Skills)
• Effective Communication (Soft Skills)
• Analytical Thinking (Hard Skills)
• Quality Monitoring (Hard Skills)
• Problem Resolution (Soft Skills)
• Performance Management (Soft Skills)

Job Summary:

• Lead Customer Service Advisors to achieve department KPIs and respond to queries within customer promises and SLAs.
• Effectively plan schedules for the team ensuring adequate resources is available for contact volumes across all channels.
• Handle on-the-spot customer escalations in a calm, measured and empathetic manner, taking ownership through to resolution
• Thoroughly investigate complex customer cases, partnering with other departments where necessary and seeking solution-focused outcomes.
• Escalate technical errors or negative customer experiences to ensure minimal impact to other customers.
• Analyse and interpret information from systems and reports to effectively manage and delegate both individual and teamwork.
• Through daily team huddles and email briefs, provide the Customer Service Team with key marketing messages, promotional activity and trade information they need to be aware of.
• Partner with other Customer Service Team Leads to communicate to the wider business ticket response time, key queries, team priorities and any other relevant business.
• Commit to self-development and specialist knowledge of all Standard Operating Procedures to enable the delivery of a seamless and consistent customer experience.
• Ensure that team attend all relevant training sessions and are committed to self-development.
• Take responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team

Skills on Resume: 

• Leadership (Soft Skills)
• Scheduling (Hard Skills)
• Conflict Resolution (Soft Skills)
• Investigation (Hard Skills)
• Analytical Thinking (Hard Skills)
• Communication (Soft Skills)
• Continuous Improvement (Soft Skills)
• Training Facilitation (Soft Skills)

Job Summary:

• Comprehensive user support with the ability to meet customer service deliverables and consistently exceed customer expectations.
• Coaching, mentoring, and development for an existing team of 3.
• Contribute to the overall success of the company by leading by example and sharing best practices.
• Communicating and collaborating with team members at all levels of the organization
• Research, gather information, and create solutions.
• Organizing and coordinating schedules.
• Managing all operational activities of the team members
• Ensuring that customer inquiries are attended on time
• Supporting and guiding all team members in order to have the operational results achieved
• Stepping in to attend to customers who are proving difficult to team members and resolving complaints
• Act as a point of escalation, and further escalate
• Monitoring employee productivity and generate appropriate progress reports,
• Tracking and analyzing key operating metrics

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Coaching and Mentoring (Soft Skills)
• Leadership by Example (Soft Skills)
• Effective Communication (Soft Skills)
• Analytical Problem-Solving (Hard Skills)
• Organizational Skills (Hard Skills)
• Operational Management (Hard Skills)
• Performance Monitoring (Hard Skills)

Job Summary:

• Lead and motivate a Customer Care Executive team to optimum performance levels to achieve agreed targets contributing to the company's objectives
• Responsible for the day-to-day people management; performance management review’s, 1-2-1’s, 360 reviews, conflict resolution and team meetings
• Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives. 
• Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
• Conduct development reviews and recommend training and development plans.
• Deliver all departmental KPI's, achieving set targets and objectives within the inbound calls, chat, email queries once
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience, or improve operational efficiency.
• Build effective relationships with other teams and departments. 
• Communicate all information clearly and in a timely manner.
• Act as a role model to others whilst striving to achieve high standards of performance and customer service.
• Ensure full adherence to the company's Health & Safety policy and procedures
• Regularly measure customer satisfaction and report to senior management

Skills on Resume: 

• Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Coaching (Soft Skills)
• Training (Hard Skills)
• KPI Achievement (Hard Skills)
• Process Improvement (Hard Skills)
• Collaboration (Soft Skills)
• Customer Satisfaction (Hard Skills)

Job Summary:

• Coordinate team-based training, personnel forecasting, peer appraisal, scheduling, interviewing, identification of non-monetary awards, and gathering of team performance statistics
• Support functional lead with team and workload management
• Coach and supervise team members and serve as a resource for complex problems
• Management of all Service Desk processes/services
• Maintain and improve the existing relationship with the business partners and other teams within SSC
• Ensure established processes, policies, and procedures are followed by all SSC personnel
• Identify and communicate to SSC leadership when KPIs and SLAs are not followed by the business lines
• Establish goals, objectives, and KPI's for improvement in processes and service quality
• Develop/improve policies and procedures to standardize processes for continued improvement
• Identify opportunities to utilize new technologies and processes 
• Better partnerships with customers and other industry-related companies/associations
• Manage the external and internal auditing requirements, ensuring timely and complete service is provided to them

Skills on Resume: 

• Team Coordination (Hard Skills)
• Support Functional Lead (Soft Skills)
• Coaching (Soft Skills)
• Service Desk Management (Hard Skills)
• Relationship Maintenance (Soft Skills)
• Process Adherence (Hard Skills)
• KPI and SLA Monitoring (Hard Skills)
• Policy Development (Hard Skills)

Job Summary:

• Continually monitor customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
• Organize and lead meetings providing analysis/charts of team performance to structure actions for performance improvement
• Ensure all verbal and written communication to customers is properly processed and responses issued following targets, values, and in line with the quality and standards set, creating a positive customer experience
• Carry out quality control assessments of work completed by the team, provide structured results, and deliver targeted improvements set by the Customer Service Operations Manager
• Provide reports to the Customer Service Operations Manager on the team and department progress and other requirements
• Lead and drive team performance and delivery, effectively delegating and organizing workload appropriately and managing improvements to absence where necessary
• Recruit, train, monitor, and develop team members, outlining the areas of accountability, providing coaching on areas of development, and empowering ownership of problems through to resolution
• Ensure staff resource levels cover all required shifts within the wider Customer Service Team, providing optimum service to customers
• Provide effective leadership to motivate, engage and maintain morale within the team including one-to-one meetings, coaching, Performance Development Reviews, and regular team briefings
• Proactively overcome quality issues through coaching and training activities.
• Utilize call recording and review of Agent's written communications to monitor and identify key development areas and ensure the team is briefed on strategic and tactical objectives.
• Drive a culture of quality and high performance.

Skills on Resume: 

• Call Flow Management (Hard Skills)
• Performance Analysis (Hard Skills)
• Effective Communication (Soft Skills)
• Quality Control (Hard Skills)
• Reporting (Hard Skills)
• Team Leadership (Soft Skills)
• Training and Development (Soft Skills)
• Resource Management (Hard Skills)

Job Summary:

• Ensures all KPIs across the contact center are met or exceeded
• Analyses customer feedback and drives continuous improvement
• Resolution of all operational customer service issues
• Attend regular internal and external reviews to drive and monitor customer satisfaction and performance
• Investigate operational issues and customer complaints
• Develop strong relationships with all internal and external stakeholders
• Strong focus on coaching and development of direct reports
• Create a high-performing team and encourage continuous improvement
• Conduct the relevant number of 121’s, reviews, and appraisals
• Involvement in ongoing recruitment activity ensuring cultural fit
• Manage and support the team to achieve objectives and encourage the right behaviors

Skills on Resume: 

• KPI Management (Hard Skills)
• Customer Feedback Analysis (Hard Skills)
• Issue Resolution (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Coaching and Development (Soft Skills)
• Team Building (Soft Skills)
• Performance Reviews (Hard Skills)
• Recruitment and Cultural Fit (Soft Skills)

Job Summary:

• Provide an exceptional customer and consumer experience through effectively leading, coaching, and developing a team of Agents handling phone contacts and online media channels.
• Work collaboratively with internal and external customers to resolve inquiries in a skillful and professional manner ensuring a timely and qualitative resolution.
• Identify skill gaps for individuals and the team and take the required action to ensure the team delivers and exceeds targets and KPI's.
• Managing team and individual performance to ensure daily, weekly and monthly goals are met
• Motivating team members and ensuring a positive and enjoyable working environment
• Providing feedback to ensure that the defined customer experience is delivered in every customer contact
• Identifying individual development areas of team members and supporting improved performance through training, coaching, and mentoring
• Building exceptional relationships with all other team leaders to support the whole customer service operation
• Measuring and assessing quality in line with individual and team KPI’s
• Building exceptional relationships with internal stakeholders to ensure collaboration, knowledge sharing, and smooth work efficiency
• Keeping up to date with operational changes that affect the customer service department and relaying those changes accordingly

Skills on Resume: 

• Team Leadership (Soft Skills)
• Customer Relationship Management (Soft Skills)
• Performance Management (Hard Skills)
• Motivation (Soft Skills)
• Feedback Delivery (Hard Skills)
• Training and Coaching (Hard Skills)
• Relationship Building (Soft Skills)
• Adaptability (Soft Skills)