The incumbent assumes responsibility for leading and managing a team of customer services specialists providing multi-channel support to the US market (evening shift). S/He is responsible for setting up initiatives to improve the quality of the customer service support, creative in solving critical situations through experience and knowledge, and focused on growing each team members’ competencies while acting as primary point of contact for any questions relating to the work environment.
Subject Matter Expert:
- Proficient in all aspects of customer care knowledge (website, order workflows, files preparation, CRM processes, products, printing technology, upselling/cross-selling, materials, shipping options, pricing, invoicing etc.) in order to support customers efficiently in English and Spanish.
- Identify and share issues impacting the customer experience (customer advocacy).
- Act as the primary point of contact for customer escalations.
- Keep the management team informed about issues and production trends on the floor.
Mentor:
- Coach and develop customer service agents’ skills and help them to reach the full potential through mentoring, performance monitoring, coaching and feedback.
- Manage the team development, lead team meetings and one on one sessions supported with data and performance reports.
- Perform regularly quality monitoring and maintain documentation of outputs.
- Identify and share the training needs of the team members based on any competencies gaps.
Leader:
- Provide company values, policies and rules guidance to the team; provide inputs on processes development.
- Participate in cross-functional communications and meetings to support the customer care department.
- Lead change management at the team level when required and share company strategy.
- Oversee the day to day operation and ensure meeting the production goals including schedule adherence management.
- Support and assist with hiring, training and scheduling to manage productivity and improve efficiency while focusing on the customer experience.
Perform other duties as assigned.
Requirements & Personal characteristics:
- Contact centre / customer service experience.
- People management experience.
- Adobe & design knowledge (Photoshop / Illustrator / InDesign).
- Customer oriented mentality and strong desire to continuously improve services.
- Excellent communication, collaboration and relationship management skills.
- Effective time/stress management skills.
- Ability to handle complicated situations and finding creative ways to solve problems.
- Strong analytical skills, multi-task and well-organized working style.
- Display time flexibility.
- Fluency in English with Spanish a strong plus.