Join a company that protects against identity theft and manages cyber security. Bring forth your leadership and experience in a call center that provides an excellent opportunity to grow in the industry.
The responsibilities include:
Resolution Services
- Coordinate deliverables across internal departments including Resolution Center, Client Development, PMO and Consulting teams
- Ensure timely communication to internal team members, clients and other third parties
- Maintain and update processes and practices for all aspects of resolution services including fraud intake calls and quality assurance practices to drive customer and client satisfaction
- Provide first level of service for escalated calls
- Provide case and call assistance and guidance to employees
- Monitor incoming telephone workgroup volumes
Reporting
- Monitor and report on team productivity
- Gather, update and monitor Resolution Center statistics
- Provide regular updates to management
Project Management & Client Activities
- Assist and participate in client presentations
- Participate and coordinate in client onboarding activities
People Management
- Manage all aspects of the employment life cycle for the team including recruiting, hiring, development, and separation
- Manage and administer corrective counseling/disciplinary actions
- Manage semi-annual employee performance reviews
- Ensure corporate messages and departmental issues are properly communicated to team
- Take action to enhance employee engagement and promote a positive work environment
- Actively participate in management discussions
- Establish individual and team goals across assigned team
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