Job Description

• Oversee and supervise a team of agents.
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers – on and off-line.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.

Job Requirements

• College/Associates Degree or Bachelor’s Degree in related field
• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Management experience in sales or on line retail desirable
• Project a positive and professional image

Additional Info