POSITION SUMMARY: The purpose of this position is to oversee the work activities of the Portal/Dispatch team within the Support Center, along with oversight of the activities and performance of the new Manila Service Delivery operation. This role will also strategically manage Broad customer service projects and initiatives ensuring those are aligned with the client's business needs, goals and objectives.
DUTIES & RESPONSIBILITIES:
Manages performance and organizes the activities of customer service representatives (CSR) both in Columbus and offshore. Troubleshoots and resolves complex customer inquiries and complaints that are escalated. Follows up with customers to ensure satisfaction. Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction. Develops and implements procedures to improve employee efficiency and ensure smooth operations. Creates and analyzes special customer service reports for management and field personnel. Oversees workflow and tracking within the database to ensure accuracy and integrity of the system. Manages and supports the development, tracking, and implementation of the customer service process efficiency and technology projects on a national and global level. Develops strategic plans for development and support initiatives nationally and globally. Acts as the single point of contact (SPOC) between the client, department, and senior management to strategically manage local, national, and global customer service projects and initiatives. Creates a positive experience by opening and maintaining constructive and reliable lines of communication. Identifies, analyzes and recommends to senior management enhancements, additions, and changes on technical, software and/or process-related projects on a national level.
SKILLS & QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION & EXPERIENCE: Bachelor's degree (BA/BS) preferred. Call Center management and skills required.
CERTIFICATES and/or LICENSES: None
REQUIREMENTS: Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues. Availability for International travel up to four times per year. Three to four week initial overseas travel/stay upon onboarding. Valid US Passport.
FINANCIAL KNOWLEDGE: Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advances financial analysis.
REASONING ABILITY: Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
OTHER SKILLS and/or ABILITIES: Proficient skills with Microsoft Office Suite products. Experience in decision making abilities with a sense of urgency. Excellent internal and external customer service.
SCOPE OF RESPONSIBILITY: Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.
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