1) Customer Service Operation.
2) Customer Support
Manages performance and behavior of 3-4 front line supervisors through effective 1:1 meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Regularly review and analyse key metrics across the site to identify root causes and formulate solutions to improve performance
Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc. and accountable to drive implementation of proposed solutions through Team supervisors to deliver results.
Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.
Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
Coach and develop associates, tech advisors and supervisors on career paths for internal promotions and job enrichment opportunities.
Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
Conduct Seller interaction audits to keep in touch with Seller and Associate Experience.
Actively participates and represent his team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines.
Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.