Implementing, evaluating and refining multi-modal, omni-channels processes to ensure the timely resolution of all inbound and outbound communications, issues and requests from internal and external end users
Managing customer service team members including hiring, training, professional development, goal setting and performance evaluation. Carrying out disciplinary action when necessary.
Maintaining optimal staffing levels through ticket volume data analytics, staff scheduling and review of workflows
Implementing training programs to ensure staff remain current on all tools as well as enhancements to features and functionality for existing solutions
Establishing operational standards and processes and ensures staff is meeting standards through training, feedback, and evaluation
Resolving complex problems escalated by service team members
Monitoring performance against SLAs, targets (including sales) and departmental goals. Providing regular performance metrics and status reports to leadership. Identifying and implements plans for continuous improvement.
Maintaining operational reports such as employee scheduling, production statistics and call monitoring recordings, etc.
Developing strong relationships across internal and external stakeholders
Being a key contributor of product development team as part of agile development to rapidly improve technology and processes
Minimum tertiary education from an accredited institution
Experience managing high performing customer support teams with at least 5 years relevant working experience
Experience with customer support in a regulated industry such as healthcare and financial services is highly preferred
Ability to translate your skills to other employees through training and mentoring
Excellent verbal and written communication skills
Medium to high IT/technology literacy and the ability to handle electronic data and be comfortable with new technology, networks and systems