JOB RESPONSIBILITIES
- Work closely with Manager to identify and meet key metrics.
- Communicate goals and deadlines to team members.
- Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
- Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
- Assists with taking agents’ calls, when business conditions necessitate
- Improves quality of results by recommending changes and coaching behaviors.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance and ensure compliance with company policies.
- May be asked to assist in hiring and onboarding new employees.
- Prepares monthly and annual performance reports.
- Creates targets and goals for improvement.
CORE SKILLS/COMPETENCY REQUIREMENTS
- Industry experience in logoed products, printing, promotional products, or value-add/decorated goods preferred.
- Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
- Ability to multi-task and balance priorities effectively
- Manages and oversees a team of CX personnel handling customer-facing activities.
- Motivates and supports agents through feedback and communication.
- Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Ability to remain calm and respectful under pressure
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis concepts
- Excellent problem-solving skills
