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Oversee multiple departments and manage the daily operations of each Design standard procedures for all departments that fall under Customer Care umbrella Reallocate resources to achieve more balanced departments Author Job Descriptions and Job Search postings to staff departments based on needs Conduct final interviews for all potential department candidates Review evaluations as prepared by Customer Service Manager Compile customer claim and… Show more Oversee multiple departments and manage the daily operations of each Design standard procedures for all departments that fall under Customer Care umbrella Reallocate resources to achieve more balanced departments Author Job Descriptions and Job Search postings to staff departments based on needs Conduct final interviews for all potential department candidates Review evaluations as prepared by Customer Service Manager Compile customer claim and request statistics Ground up creation of Customer Care Departments for Retail interests Ground up development of Customer Onboarding and Retention processes. Attend weekly performance meetings with Marketing Manager to address departmental adjustments Ensure that departments maintain staff levels and anticipate growth accordingly Develop KPI systems to ensure that employees are optimized and down time is minimal Foster strong VIP customer relationships Assign Account Managers as needed, relay large account concerns to the Senior Staff Participate in weekly status meetings Meet with Marketing Manager for 1:1 meetings Work with the Marketing Manager to prepare Customer Care documentation for new product launches and strategic shifts Coordinate and direct the Technical Writer to document all SOP’s, maintain and develop knowledge bases and audit the customer facing information Show less

Manage a team of 15+ employees, reporting to Senior Director of OperationsContribute to the daily performance and support of over 90 Sales/Customer Service Operators and Supervisors in a 24/7 Operation Coordinate, communicate and participate in all processes to achieve company goal of 90% Answer Time in 20 seconds or less with an Abandon Rate not to exceed 4%Develope Sales strategies and improvements to improve Lead Conversion Goal of 2% or less than the floor averageEffective… Show more Manage a team of 15+ employees, reporting to Senior Director of OperationsContribute to the daily performance and support of over 90 Sales/Customer Service Operators and Supervisors in a 24/7 Operation Coordinate, communicate and participate in all processes to achieve company goal of 90% Answer Time in 20 seconds or less with an Abandon Rate not to exceed 4%Develope Sales strategies and improvements to improve Lead Conversion Goal of 2% or less than the floor averageEffective coaching and feedback Manage attendance with a focus on Attrition reductionKPI’s with a focus on AHT, ACW, QA Average, Abandonment Rate and employee behaviors WFM to ensure proper staffing and reduce shrinkage Team BuildingOrganize Charitable donation programs Show less

Manage a staff of 35 + service representatives. (CSR/Retention/Telesales/Collections)* Develop and enhance skills by call monitoring, extensive coaching, and role playing.* Create motivational incentives * Track retention and new set conversion rates* Score and track phone call quality averages* Track productivity development statistics* Assess employees to determine areas in need of improvement and provide the necessary training* Various Human Resources duties… Show more Manage a staff of 35 + service representatives. (CSR/Retention/Telesales/Collections)* Develop and enhance skills by call monitoring, extensive coaching, and role playing.* Create motivational incentives * Track retention and new set conversion rates* Score and track phone call quality averages* Track productivity development statistics* Assess employees to determine areas in need of improvement and provide the necessary training* Various Human Resources duties including hiring, terminations as well as workers comp claims* Payroll Show less

* Staffing/Onboarding * Manage a staff of 35 + service representatives.(CSR/Retention/Telesales/Collections)* Develop and enhance skills by call monitoring, extensive coaching, and role playing* Track retention and new set conversion rates* Score and track phone call quality averages* Track productivity development statistics* Assess employees to determine areas in need of improvement and provide the necessary training* Various Human Resources duties including… Show more * Staffing/Onboarding * Manage a staff of 35 + service representatives.(CSR/Retention/Telesales/Collections)* Develop and enhance skills by call monitoring, extensive coaching, and role playing* Track retention and new set conversion rates* Score and track phone call quality averages* Track productivity development statistics* Assess employees to determine areas in need of improvement and provide the necessary training* Various Human Resources duties including hiring, terminations as well as workers comp claims* Payroll * Oracle-KABA-RTA-Microsoft Office-Word-Excel-Powerpoint Show less