Customer Service Manager
Convergys
Total years of experience :12 years, 8 Months
● Lead a team of 2 team leaders and 30 Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
● Conduct weekly operations staffing review with the workforce team for the full operations team (10 team leaders and 200 support professional) to review and ensure the staffing plan is aligned with the revenue assumptions
● Conduct daily reviews on yesterday SLs and delivery metrics to ensure that it’s aligned with the staffing plan and the revenue generation assumptions
● Provide day-to-day supervision and management of directly assigned team. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
● Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
● Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
● Evaluate the support professional's and/or customer’s technical knowledge and adjust problem solving communications accordingly.
● Conduct Interviews to new Support professional joining the operations team and conduct the promotions interview to Team leaders whenever needed.
● Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
● P&L analysis on the operations productivity. (12 LOBs, 1500 support professional)
● Lead the business analysis team in Six Sigma projects.
● Weekly review of the staffing plans and monthly review of the QA metric.
● Monthly and quarterly reviews with the different clients on the different operational metrics.
● Design and manage KPIs systems.
● Manage action plans to achieve client targets
● Sales optimization through QA process improvement.
● Align client processes to the internal operations, QA and training processes.
● Monitor Queues on real time.
● Conduct the necessary analysis on the schedules and SAPs released by the scheduling team to recommend the necessary changes based on the operational variances.
● Develop reports to improve the efficiency of the call center, therefore increasing revenue and profit.
● Handling sales calls with Italian customers to find the most suitable offers for their needs (Hotels reservation across all the world for different 3 LOBs)
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