Oversee multiple customer service teams and provide guidance and mentorship to Supervisors, ensuring effective leadership and alignment with organizational goals.
Act as the highest point of escalation for complex inquiries from associates, field employees, corporate offices, and senior executives.
Own and manage critical programs such as BBB and Dispute Resolution, ensuring compliance and timely resolution.
Prepare and interpret reports on productivity, quality assurance, and KPIs; present insights and recommendations to senior management.
Lead strategic, cross-functional projects and continuous improvement initiatives by partnering with stakeholders across departments to identify inefficiencies, conduct root cause analysis, implement enhancements, and drive organizational impact.
Provide updates to management on department performance and progress of strategic initiatives.
Utilize AI tools to conduct routine reviews of customer interactions (email and call) for quality assurance, ensuring consistency and adherence to service standards across all teams.
Identify training gaps and provide feedback to Supervisors and associates.
Monitor call and email volumes, partnering with scheduling to allocate resources effectively.
Assist in troubleshooting technical issues related to phone systems, connectivity, and equipment.
Ensure timely and effective resolution of escalated customer concerns.
Promote a customer-centric culture and foster engagement across all levels of the department.