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Role Summary: Acts as Lead Manager of the Service Center. Manages daily operations of the entire team, sets business strategy, goals, objectives, and metrics. Reports to the Director of Services.
Lead the group of service center specialists and agents in the call center environment.
Manage the daily customer service center team workload based on all required processes in the team as: incoming calls demand, job tickets queue, dispatch, Field Modifications and Preventive maintenance booking. Ensure job tickets are handled in accordance with the Call Handling Process (randomly review job tickets in the database and arrange remote and side by side call auditing).
Ensure the alerts are kept to a minimum, with an accurate status of each job recorded in the database. Ensure preventative maintenance scheduling is carried out spreading the workload appropriately amongst the engineers optimizing site ownerships. Take calls only in emergency cases (team understaffed or call peak times).
Develop Team Members by monitoring: effectiveness, attitude (attendance, time keeping and appearance), call quality (remote and side by side call auditing) and job knowledge (tests). Set with Director of Services assistance clear personal development plans and targets/goals to work towards to for each team member. Arrange to coach new team members and assess them till ready to take calls.
Serve as the primary facilitator to drive efficient and customer-centric processes and service for our customer base.
Quality – Maintain an effective Quality System and comply with the requirements of ISO 9001, the Quality Policy and documented processes. Promptly escalate. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. Complete all planned Quality & Compliance training within the defined deadlines.
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Bachelor's degree or equivalent work experience.
Previous experience leading teams by preference in similar environement.
Demonstrated analytical thinking and problem solving ability.
Tenacity and creativity in handling customer issues.
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