Job Description: Must have an open schedule and the ability to work shifts: Open Availability 8-10pm Nights and Weekends required Job Responsibilities: Monitor productivity of coworkers and generate reports. Manages employee resources to ensure effective and efficient customer service is provided to the customers at all times. Devise ways to optimize procedures and keep staff efficient and motivated. Provide communication and follow up to ensure representatives are fully informed of all new information related to work processes and company related issues. Answer questions and recommend corrective services to address customer complaints. Measure performance with key metrics such as call abandonment, calls waiting, etc. Supervises the call center team(s) to ensure that customer service support standards and company goals are achieved. Evaluates coworker performance, reviews and approves time sheets and time off requests, upholds company policy and conduct corrective actions. Ensure adherence to policies for attendance, established procedures, etc. Trains, coaches, and motivates each employee towards growth and development to meet the company standards and requirements. Monitor and review service calls to observe the customer service experience, coworker statistics, and compliance. Determine work procedures, prepare work schedules and expedite workflow. Anticipate escalations and take over calls when needed. Monitor individual, team, and call center results to identify and act on both strengths and opportunity areas of their performance trends to ensure attainment of revenue goals and performance targets. Performs all other duties and responsibilities as required or requested in a timely and effective manner in accordance with established company policies to achieve overall objectives of this position. Provides updates regarding escalations and resolutions to the Customer Service Manager. Assist in the formulation of targets for individuals and teams. Qualification & Experience: Strong people leadership experience and a strong passion to motivate, coach and develop coworkers and teams. Knowledgeable and experienced in call center procedures and metrics analysis Strong customer service background Strong problem resolution and conflict resolution skills Excellent interpersonal skills and ability to adjust and interact with all levels of personnel and customers Professional written and oral communication skills Strong attention to detail with ability to set priorities, meet deadlines, goal-oriented, organized and take pride in their work Effective time management skills and ability to multi-task and adapt to changing environment Proficient in Microsoft Excel, Outlook, and Word Job Details: Company: Ikea Vacancy Type: Full Time Job Location: Baltimore, MD, US Application Deadline: N/A Apply Here vacancyoptions.com
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