Malcolm Harvey Email & Phone Number

Provide general direction and supervision for customer contact center employees ensuring customer service performance standards are maintained. Detailed Description 1. Responds to escalated customer service issues. Investigates, evaluates and resolves customer complaints, questions and concerns. Takes appropriate action on customers’ behalf as circumstances warrant. Escalates complex calls to designated level of authority.2. Conducts quality control audits of employee interactions with customers through call monitoring. Reviews and analyzes the quality assurance evaluations of employees to ensure quality.3. Keeps abreast of changes with applicable laws, regulations, policies, procedures and standards. Makes recommendations for changes, updates or revisions to maintain compliance.4. Monitors and interprets team and contact center performance data to ensure expectations are met.5. Monitors call volume data and adjusts staffing levels as appropriate in order to maintain efficient center operations and meet customer service expectations.6. Maintains adequate staffing levels to ensure proper administration of activities. Selects, develops, motivates and evaluates the performance of assigned employees. Evaluates the job performance of direct reports and provides regular feedback to employees.7. Maintains a collaborative relationship with other departments with in the Company to ensure customer service objectives are met.