| Job location: |
Knoxville, TN 37932 United States |
| Requisition code: |
OPE000002 |
| Date posted: |
03/19/10 |
| Job type: |
Full-Time |
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| Job Category: | Customer Service
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| Region: | Knoxville
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| Job Description: |
Responsible for supervising, coaching and mentoring Associates in all aspects of Customer Service, promoting high levels of service excellence while attaining identified service-level goals, and working within the framework of established company policies.
Responsibilities
Supervises, monitors and trains staff in both inbound and outbound calling activities.
Maintains proper human resource management practices, including performance assessment, feedback, coaching, job planning and training.
Resolves and/or addresses more complex customer problems or questions.
Assists in establishing standards for performance and monitors areas against standards, recommending and implementing changes when necessary.
Schedules and organizes personnel and processes to achieve maximum efficiency of Customer Service Associates.
Analyzes information to develop projects and plans to accommodate future growth.
Reviews and approves corrective action(s) and/or deviations from normal activity, and generally assists in solving complex problems.
Communicates, interprets and ensures compliance with USCC policies, procedures and goals as they apply to area of supervision.
Assists in other tasks or projects as assigned. |
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| Education, training, experience: |
High school diploma or state equivalency certification required; college degree preferred.
Cellular experience preferred.
Four years of customer service experience with two years of supervisory experience preferred
Experience in a high volume call center environment preferred.
Experience with Windows based PCs, including general office software knowledge required.
Excellent oral and written communication skills required. Must be available to work varying shifts.
Search for job number OPE000002 after you hit the Apply Now button |
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