Location: USA, Greenville, SC
Job category: Operations
Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by “building their bench”, monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.
Lead team of Customer Service Advisors
Coach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions
Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives
Collaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practices
Open to feedback and guidance from leadership
Keep motivation high by adapting virtual leadership style to individual needs
Create culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.
Maintain high employee engagement and satisfaction
Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.
Drive culture of accountability, continuous improvement, and personal excellence
Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements
Accountable and full responsibility for direct reports and team key performance target achievements.
Understand and meet Key Performance metrics and targets.
Review and evaluate performance reports to identify strengths and opportunities.
Create individual targets for each direct report through customized coaching plans.
Assist in monitoring the Zendesk queue and ensure the high priority tickets are handled within the SLA.
Monitor team member queues when they are out of office to ensure customers are being handled quickly and efficiently.
Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers
Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues
Work output is prioritized, utilizing proper time management and accuracy
Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations
Participate in Transcom and client calibration sessions
Be actively involved in problem solving and propose improvements to processes
Implement and respect Transcom standard practices
Conduct yourself in a manner consistent with the values of the organization
Drive and foster a culture of positive performance
Make Transcom an enjoyable place to work for everyone
To qualify for this role you must…
Proven track record of performance management, development of talent, and coaching effectiveness
Dependable and consistent
Nimble thinking, high energy, passion and persistent, resourcefulness
Excellent communication skills including active listening, empathy, concise, and clarity
Passion for coaching excellence, providing constructive feedback, and developing talent
Positive outlook, enthusiastic team player attitude
Driven by delivering results
Verbal and written in the English language
Have a good understanding of CRM best practices; have ability to set SMART targets
Ability to analyze results and make decisions based on data and facts
Understand basic mathematics needed for reporting, analysis, and differentiation purposes
Have strong organizational and time management skills
Be focused on setting clear objectives and priorities.
Good understanding of mobile and computer technology
Ability to provide a quiet distraction-free work environment
Ability to work a flexible schedule including nights, weekends, and holidays
Successful verification of minimum internet speeds that meets Transcom and client minimum requirements
Successful completion/passing of criminal background check
It will help if you…
2-5 years of leadership experience in a contact center/BPO experience
Direct reports of at least 15 people
Have worked in a self-driven environment
Knowledge and understanding of Transcom procedures
Knowledge and proficiency in the following systems:
ServiceNow (IT Ticketing System)
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