Job description
Basic functions and scope of job:
Manage a small group of CSR's performance
Review key performance indicators with the CSR group with focus on # goals
Handle escalated calls from customers
Improve agent call quality results by recommending changes
Enhance organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to
Work Performed:
Agent coaching - 75%
Answer escalated calls - 5%
Manage ADP and Attendance - 10%
Meet with management to discuss improvement strategies - 10%
Work Contacts:
Immediate peers - 30%
Peers in other departments - 5%
Immediate manager - 15%
Managers in other departments - 5%
Executives - 0%
Customers - 5%
CSR's - 40% (coaching)
Decision making authority:
Able to override prices on SO's to help CSR's complete difficult calls
Supervisory responsibilities:
5 -15 Customer Service Representatives
Education and training required:
High School Diploma/GED
1 - 3 years of supervisor experience
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