Job Requirement Detail:
Able to lead, motivate, and manage the daily service and sales business for a team of 12-16 people
Ability to set SMART goals and work with the employee on formal plans to meet that performance goal
Effectively able to provide real time question and escalation support for team members. Ensure staffing coverage needs are met.
Able and willing to take front line calls and chats as needed.
Responds to customer escalations and offers helpful solutions in driving customer satisfaction.
Understand all organization’s products, services, procedures and guidelines
Effectively able to communicate above and below to a wide audience.
Monitor contacts and activities daily, effectively able to coach and change behaviors with team members across all performance levels to ensure that CREDO’s procedures and quality standards are strictly adhered to
Recommend enhancements to improve company performance
Celebrates successes through employee recognition
Organize training sessions for under performers
Travel Requirement: Minimal (~1-2 weeks annually)
Uphold the highest levels of integrity and member experience
Carrying out other responsibilities as assigned
Flexibility with schedule is critical as role may require changes in schedules
Knowledge, Skills and Abilities:
BS/BA degree, or equivalent in relevant experience
Strong understanding and experience in customer service, commonly used systems/tools, sales and retention, problem solving
Analytical; able to leverage data and trends to drive insights and action
Experience with mobile and telco contact center background preferred
Successful experience with leading individuals, performance, and change management
Able to work independently and as part of a team; able to create and execute plans effectively be able to tailor these to the individual’s development needs , and positively impact critical areas
Ability to multi-task, prioritize, and manage time effectively
Results-oriented; focused on measurable improvement.
Dynamic, motivated self-starter willing to dig into work; works with urgency
Organized and persistent; able to lead and influence others
Excellent written and verbal communication skills; comfortable presenting to internal management
Ability to prioritize, set deadlines, and meet aggressive goals, and lead by example