Customer Support Manager
Current-Hiring, training, and preparing call center reps to respond to customer questions and complaints-Troubleshoot problems (within our department’s capabilities) with our services-Ensuring customer service reps understand and comply with all call center objectives (i.e., service levels), performance standards, and policies-Identifying operational issues and suggesting possible improvements-Monitoring and evaluating each customer service rep’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary-Working on various projects ranging from analyzing data to improving how-to resources for customers and other employees -Answering customer service reps’ questions regarding best practices or difficult calls.
