Career Development, Coaching, Communication Skills, Customer Escalations, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Service Management, Customer Support/Service, Documentation, Leadership, Multitasking, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Development, Process Improvement, Quality Metrics, Regulatory Compliance, Reporting Skills, Schedule Development, Team Building, Training/Teaching
Seeking a supervisory role in customer support to oversee daily activities of CSRs (Levels I-III), ensuring quality service and adherence to procedures.
- Provide coaching, training, and performance feedback to foster team development and support career growth.
- Monitor performance metrics, handle escalations, assign tasks, and manage schedules to ensure optimal coverage.
- Review team activities for accuracy, compliance, and quality standards, promoting consistency in documentation and communication.
- Collaborate with internal departments to resolve cross-team issues and generate performance reports for leadership.
- Lead or participate in projects to improve customer experience, workflows, and service processes.
- Conduct team meetings, share updates, and identify process improvement opportunities.
Preferred qualifications include leadership experience, proficiency in CRM tools, strong communication, problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment.