VP, Product leading strategy and delivery of contact center technologies and workforce optimization. Transforming legacy systems to modern cloud - based platforms for omnichannel customer engagement.
About the role
- Manager of call center agents at Independent Living Systems ensuring highest service level and team performance, with a focus on healthcare and vulnerable populations.
Responsibilities
- Manage a team of call center agents, providing guidance and support as needed
- Handle escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
- Monitor team performance and provide regular feedback to team members
- Develop and implement strategies to improve team performance and customer satisfaction
- Collaborate with other departments to ensure that customer needs are being met
Requirements
- Associate's degree required
- 3+ years of experience in a call center environment
- Excellent communication and interpersonal capabilities
- Strong problem-solving and decision-making abilities
- Relevant experience may substitute for the educational requirement on a year-for-year basis
- Bachelor's degree preferred
- 1+ years of Customer Service Supervisor/Manager position preferred, working in a healthcare or social assistance industries.
- Ability to work in a fast-paced environment and ability to meet deadlines
- Experience with call center software and technology
- Experience with performance metrics and reporting
- Leadership Capabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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