Summary
Lead a team of Resolution Experts in the Client Service Center to ensure high-level client support, resolve complex client situations, and uphold brand service standards while partnering with the Resolutions Manager to improve team performance and client experience.
Responsibilities
- Supervise day-to-day activities of Resolution Experts handling high-level client contacts
- Ensure business opportunities are maximized through effective floor management and visible leadership
- Resolve complex client situations and present solutions that delight the client
- Provide proactive feedback to the Resolutions Manager on training and performance gaps
- Partner with Resolutions Manager to coach staff and identify development needs
- Collaborate with Resolution Coordinator on audits and trends affecting client experience
- Participate in call calibration sessions to ensure quality and consistency
- Take personal responsibility for escalating issues and proposing solutions
Requirements
- 3 years of experience leading people in a similar role
- Excellent verbal and written communication skills
- Strong listening and problem solving abilities
- Proficiency in Microsoft Office
- Ability to work autonomously in a high volume multitask environment
- Positive enthusiastic attitude and team player mentality
- Ability to build professional relationships with peers and management in a multilingual multicultural environment
- Willingness to work flexible hours including nights and weekends
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