• Drive innovation and growth by focusing on automation and/or process improvements that can positively impact resource capacity
• Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems
• Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary
• Develops, trains, evaluates, and coaches staff to provide high service excellence while ensuring quality standards are met
• Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met
• Establishes a clear vision aligned with company values; sets specific achievable objectives and action plans; motivates others to balance customer needs and business success
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together
• Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
• Other duties as assigned
Qualifications Years of Experience: • 7-10 years of experience . Degree: • Bachelor’s Degree . Certification: N/A . Skills & Abilities: • Excellent analytical skills with a proactive nature
• Strong organization skills with a drive to meet deadlines
• An affinity for accuracy and efficiency
• Proficiency in Microsoft Excel, Word (including mail merge) and Outlook
• Strong verbal and written communication skills
• An aptitude for prioritization and multi-tasking
• Strong collaboration skills
• A drive to learn and apply new concepts quickly
• Experience with Salesforce CRM preferred
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