Job Overview
- Guide, mentor and oversee performance results for direct reports.
- Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing and other actions as required
- Assist associates with SAP/C4C system issues.
- Responsible for accuracy of associate time cards (Workday process and IEX)
- Serve as a resource to associates in the resolution of complex problems and/or issues.
- Oversee the team’s achievement of strategic initiatives and Associate performance, incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
- Initiate process improvements, adhere to formal processes, and deploy proper business standards.
- Ensure the team’s collaboration with the Contact Center Operations group in the daily attainment of expected service levels, crisis avoidance and analyzing the business for continuous improvement.
- Foster and/or participate in campaigns using standard and creative alternatives which foster increased sales, Associate comprehension and engagement in today’s business drivers and targets.
- Oversee and regularly audit the team for full compliance of all audit requirements, formal processes and departmental procedures as well as Moen
- Foster unobstructed workflow and “clear lines of communication” within the team and the appropriate Contact Center departments, Marketing, Sales, Quality and Product Compliance.
- Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
- Respond to special assignments as requested and added responsibilities as required.
- Back up support to the Manager, Consumer Services
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