Job Description :
To manage the daily operations of the Customer Support Group, within the Client Services Department Provide world class customer support and service.
A hands-on leader who is service and training savvy, can work well with all levels of the team and MLS customers
Responsibilities :
- Organizes and directs the day-to-day activities related to the operation of the Customer Support Group.
- Responsible for managing, training & guiding call center agents in performing their duties.
- Provides support, reports & resolves problems and complaints.
- Monitors agents & contact center performance, and analyzes reports.
- Helps developing schedules to ensure adequate staffing levels.
- Acts as a source of information and answers agents questions, assigns tasks, follows up and gives instructions as necessary.
- Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators / agents.
- Carries out performance monitoring, measurement and evaluation of all operators / agents to improve efficiency.
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job including creating and maintaining training curriculum and materials
- Other responsibilities as tasked
Education :
High School Diploma or equivalency and or industry specific certificationsFive years customer service experience with at least two years in asupervisory experience leading teams (Call Center environment preferred).Excellent communication, leadership and interpersonal skills.Good knowledge of common best practices in customer service and call center environmentMerchant Lynx Services values their employees. We encourage life-long learning and foster employee personal growth.
Classification : Salary Exempt