Customer Service Supervisor
Responsible for delivering world class call centre support for Harmony customers globally and Google TV customers in the United States. Promoted a culture that delivered world class customer service and motivated employees to deliver top level performance.• Achieved or exceeded operational SLAs (KPIs) and measurements (Service level, talk time, abandon rate). Led the team (and all teams during afternoon shift) in all aspects of daily operations including incident resolution, documentation, SME escalations, product replacements, monitoring call quality, and training. Managed all aspects of employee relations (recruitment, hiring, scheduling, attendance, weekly coaching and development, scheduled performance reviewsl). Reviewed and presented team achievements and progress to senior manager at weekly and monthly operational review meetings. Reviewed all CSAT responses for team for staff review and customer follow-up when required. Planned and scheduled appropriate call centre staff for shifts based on call interval requirements. Determined staffing requirements and hired staff to meet increased seasonal requirements. Discovered and evaluated warranty fraud risks for various Logitech products.
