The Contact Center Resolutions Manager is responsible for establishing and leading a solutions oriented approach to client service and delivery that enables and drives performance and attainment of department related objectives. The position serves to strengthen and lead the development of efficient and effective customer processes, systems, service delivery, documentation and reporting. The Resolutions Manager builds and maintains customer loyalty and repeat business by proactively identifying, assessing and resolving complex customer issues that can potentially impede customer satisfaction, productivity, sales and/or profitability.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
35% Provides leadership and manages performance of escalations platform desk to achieve a range of service and operational business goals. Enhances the performance of the escalations team and ensures that escalated and complex customer issues are resolved to the highest professional standards and to the satisfaction of the customer and Company.
25% Comunicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associates with service level achievements. Identifies variances and creates effective plans to address gaps. Ensures appropriate reporting and metrics are in place to provide transparency to operational efficiency and effectiveness.
20% Works through direct reports to collect and compile data that identifies opportunities for service. Determines the root cause of escalations patterns, communicates findings as appropriate. Drives required improvements across all departments that impact the customer experience.
20% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques.
NATURE AND SCOPE
Position reports to Senior Manager, Contact Center
Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Bachelor's Degree preferred
5 to 7 years of call center or customer service leadership experience with at least 2 years managing customer escalation process
Experience with creation and maintenance of operating procedures and control matrices.
Experience with analysis, problem solving and project management.
Knowledge, Skills, Abilities and Competencies:
Demonstrated ability to drive continuous measurable process and system improvements and efficiencies.
Ability to achieve results and balance competing priorities in a fast paced and demanding work environment.
Strong communication, interpersonal and coaching skills.
Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.
Experience in handling difficult customer scenarios on an ongoing basis and demonstrated ability to maintain department and personal effectiveness and efficiency in a stressful environment.
Thorough and detailed knowledge og customer service and call center systems in addition to proficiency with Microsoft Office: Excel, Word and Powerpoint.