Alexandria, Louisiana
Customer Service Quality and Compliance Lead Job Opening in Alexandria, Louisiana - Job Summary : This position is responsible for operational excellence and call management support. This person reports directly to the Director of Customer Care and will be auditing, grading, and compiling information related to customer interactions and operational process completion. This person will lead regular meetings to review and discuss calls and procedures as well as report on individual and broad based risks and opportunities based on observations. Essentially this role is meant to observe and report on internal expectations regarding the customer experience and operational compliance for call center and retail employees. We want our employees to strive to be the best at helping customers and meeting the requirements of our procedures. This role has a strong focus on achieving the best customer service Cellular One has to offer with continued emphasis on creating customer awareness, adding value, and retaining customers, which is paramount. Will communicate trends and ideas for improvement with management. This position will perform many but not necessarily all the essential job duties and responsibilities or emphasis outlined below.
Essential Job Duties and Responsibilities:
Gather and observe calls and real time interactions
Maintain Operational Reports and create new reporting as requested by management
Audit directives to ensure employees are meeting the minimum expectations
Communicate regularly on results
Present overview of observations, results, trends, and progress
Work closely with the Call Center and Retail management team to create or implement new strategies and incentives
Assist with operations management and the skilling of agents throughout the day as needed
Assist with outbound dialers
Coordinate with the management team to ensure proper coverage for inbound calls
Some travel within the Louisiana and Texas markets is required
Understand Cellular One Methods & Procedures, be an expert on available tools and resources, and possess an in-depth understanding of all systems and applications
Assumes responsibility for establishing and maintaining effective, professional business relationships with customers
Assumes responsibility for establishing and maintaining effective coordination and working relationships with co-workers and area personnel and with upper management
Be available to work flexible hours as required by the volume of work or special project
Support other departments as needed
Additional Job Duties and Responsibilities:
Perform other duties and responsibilities as required to fulfill job function or as assigned.
Knowledge, Skills, and Abilities:
Knowledge of:
Outstanding customer service skills.
Computer based programs (Excel, Microsoft office products)
Time management and organizational skills.
Thorough knowledge of processes, compliance and regulations concerning collection activities.
Excellent verbal, written and interpersonal communication skills.
The ability to multi-task and manage time efficiently.
Thorough understanding of customer care techniques.
Demonstrated judgment and problem solving using an analytical approach to resolution.
Skill to:
Utilize the latest computer hardware and software technologies.
Operate various office equipment such as a computer, 10-key machine, copy machine, fax machine and multi- line telephone.
General Company Requirements:
Ability to take on a leadership role within the Customer Service Department.
Ability to train others in all aspect of Customers Service work.
Pleasant, customer oriented approach to all subscribers inquires, including escalated issues
Professional demeanor in a faced paced environment, including escalated service issues.
Knowledge of wireless industry is a plus.
Education and Experience:
High School diploma or equivalent required.
At least 3 years customer service experience with computer data entry experience and analytic skills.
1-2 years lead or supervisory experience preferred
Job Type: Full-time
Required education:
High school or equivalent
Required experience:
customer service: 3 years
supervisory: 1 year
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