Previous experience managing a large-scale operation with a minimum of 2 years managing frontline supervisors or 4 years managing individual contributors in a customer service environment, experience within a contact center preferred.
Dealing with customer satisfaction ( CSAT)
Must be in a customer interfacing role.
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions.
Previous experience implementing change management successfully transitioning programs into large scale operations.
Proven ability to make and implement decisions
Proven ability to build relationships quickly
Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers.
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.