Summary
Lead a team of Resolution Experts in the Client Service Center, acting as an ambassador for the brand and clients by resolving complex client issues, supporting the Resolution Manager, and ensuring high standards of client satisfaction. The role requires proactive problem solving, coaching, and collaboration 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 uphold brand service standards
- Provide feedback to the Resolution Manager on training opportunities and team performance
- Partner with the Resolutions Manager to provide insights to executive leadership
- Take ownership of issues, present solutions, and drive problem resolution
- Support coaching and identify team development and training needs
- Collaborate with Resolution Coordinator on audits and trends affecting client experience
- Participate in call calibration sessions to maintain service quality
Requirements
- 3 years of experience in a similar role leading people
- Excellent verbal and written communication skills
- Strong listening and problem-solving abilities
- Proficiency in Microsoft Office
- Ability to work autonomously in a dynamic environment and handle high-volume workloads
- Positive enthusiastic attitude and team player mentality
- Able to build professional relationships across multilingual and multicultural teams
- Willingness to work flexible hours including nights and weekends
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