About this role
Job Description
Supervises a staff of contact center supervisors to ensure quotas for quality service and productivity are met, researches customer complaints and makes necessary adjustments and/or recommendations to resolve issues.
Job Qualifications
Four years of customer service experience with at least two years in a call center environment required.
Or
Bachelor's degree and two years of experience in a call center environment required.
Degree (one of)
- BACHELORS DEGREE - Preferred
Major/Minor (one of)
- BUSINESS - Preferred
- COMMUNICATIONS - Preferred
- MANAGEMENT - Preferred
- PUBLIC REL - Preferred
Additional Qualifications/Requirements
Work – Onsite (HQ – Dallas, Texas)
- Candidates eligible for the Military Spouse Exemption may be considered for remote work
- PCS Not Authorized/LSP Not Authorized
Technical (Preferred/Required Skills/Systems)
- EXCEL - BEGINNERS/INTERMEDIATE LEVEL - Required
- CVS - Preferred
- IGLAS - Preferred
- JSCS - Preferred
- MONARCH - Preferred
- RCMS - Preferred
- TOPS - Preferred
- VISION - Preferred
- WALKER SYSTEM - Preferred
Major Duties
Supervises daily operations of the 24x7 customer contact center. Coaches and trains team managers/staff.
Ensures metrics are tracked and analyzed on a continual basis. Assists in developing and monitoring quotas for service volume and timeliness.
Implements and reviews customer center policies and procedures. Recommends process improvements to achieve goals.
Monitors calls to ensure customer expectations are met and compliance with corporate standards and guidelines for interaction with customers. Resolves escalated customer issues.
Performs other duties as assigned.
Work Challenges
24/7 365 days a year