Customer Care CCA Manager
The primary focus of this position includes prompt and professional resolution of internal and external customer concerns, the monitoring and accurate completion of daily workflow and detailed problem solving to ensure customer satisfaction. Diplomacy along with excellent verbal and written communication skills are a must. You will communicate with many different departments and externally with the customer’s bank.
Of key importance is the ability to provide systematic, calibrated coaching and feedback of work performance and improvement. The ability to relate individual goals to the company goals and encourage employee performance is a major responsibility of this position. Career planning is an important element for the growth of the employees to meet competitive challenges.
KEY RESULT AREAS:
- Ensuring daily coverage and assistance with customer billing issues and escalations
- Reviews performance card results for skill strengths and development areas. Meets with associates to review and plan for progress.
- Manage customer escalations from associates and other departments in a timely, professional manner.
- Track root cause of escalations and offer process improvements to improve customer satisfaction.
- Identifies training needs and works directly with trainer to identify and close performance gaps.
- Completes progressive discipline practices with unsatisfactory performers, including discharge.
- Various daily, weekly and monthly reporting.
- Set up, load, start and monitor daily dialer jobs
- Identify daily staffing needs for inbound and outbound calls and coordinating with either scheduling and/or Resource Management to meet the fluctuating needs.
- Recruits, interviews and selects staff when required.
SKILLS/EXPERIENCE PREFERRED:
- PC competency in a Windows application with knowledge of Word, Excel and Office 365.
- Post-secondary education in business, college diploma or a combination of experience / education is preferred.
- Ability to achieve competing, deadline-driven priorities daily with little or no direction.
- Proven analytical skills.
- Superior interpersonal and communication skills.
- Ability to motivate employees to improve and maintain high levels of performance.
- Ability to problem solve independently, diagnose root cause, provide recommendations and solutions within a changing environment.
- Professional and enthusiastic team player, with a demonstrated commitment to customer service excellence.
- Flexibility with schedule to meet business needs.
- Ability to remain calm and customer focused, facilitate beneficial resolution during challenging communications.
- Strong understanding of CMOS
MISCELLANEOUS:
- Any additional tasks and responsibilities as required