• Supervise a team of 8–15+ Customer Care Specialists, manage daily operations of the customer care team and ensure completion of daily activities within agreed Service Level Agreement timeframe.
• Ensure Team compliance with company’s and department’s policies, notably attendance, timesheet entry and overall Customer Service SOPs.
• Clearly communicate on individual goals and performance expectations and deliver weekly performance scorecards to team members, set up coaching sessions to ensure that each member achieves expected performance levels.
• Build development plans for each team member as needed, identifying skill gaps, creating growth opportunities, and actively coaching them to accelerate each individual’s potential.
• Create and maintain a positive, customer-centric departmental culture that recognizes individuals’ work quality, performance, continuous improvement and personal development.
• Serve as the first line of escalation for your team: step in on complex issues, difficult customer situations, or cross-functional blockers as needed.
• Partner with CS Planning team and CS leadership team for the purposes of data collection, report generation, operation analysis, policy and process improvements and strategy implementation.
• Actively work to achieve CS department goals and global KPIs and ensure the CS team meets or exceeds customer requirements and expectations of response time and accuracy.
• Identify areas within the CS team which need updating or improving, often working in cooperation with other departments Procurement, IT, Sales, Accounting, etc.
• Work with CS team to maintain high moral and low attrition in deploying the department long term strategy in areas of team structure, budgetary needs and process improvement.
• Partner with CS trainers on training needs for CS team with clear ROI and timeframes.
• Be prepared to assemble and deliver presentations to all levels of the organization to communicate CS team trends, performance and plans.
• Manage performance of CS team and take applicable actions when necessary