It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, quality review, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns.
This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.
This job operates in a call center office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type and Hours of Operation
This is a full-time position. Days of work are Monday through Friday. Operation Hours are 8:00 a.m. to 12:00 a.m. Occasional evening and weekend work may be required as job duties demand.
No travel is expected for this position.
Required Education and Experience
High school diploma or GED diploma or equivalent number of years’ experience.
Preferred Education and Experience
Associate degree. Customer service experience in a call center setting.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.