Effectively lead, manage, and develop a high-performing Customer Care team that meets and exceeds company, customer and client standards in alignment with Affinion's business objectives.
Responsibilities
Directly manage a team of Customer Care Specialists.
Lead, inspire, motivate, develop, and coach the Customer Care team by:
- Monitoring calls to observe to ensure that quality standards are met.
- Identifying areas of opportunity and coaching specialists on how to improve
performance.
- Emphasizing excellence through evaluating performance on an ongoing basis,
including recognizing exemplary performance and implementing performance
improvement plans when necessary.
Drive team engagement through recognition programs and strategies.
Actively demonstrate and model company values.
Support the team by being visible and available.
Establish effective and timely two way communication with customer care
specialists to ensure issues are addressed.
Collaborate with others to generate a shared sense of purpose to accomplish
organizational objectives.
Partner with Human Resources to recruit and interview applicants to Customer Care
Specialist positions.
Take personal responsibility and actively participate in ensuring that knowledge is
comprehensive and up to date. Identify areas where additional training may be
required to ensure continued quality, productivity, and personal development.
Proactively seek, share, and address opportunities to improve business processes
and performance.
Own escalated customer issues and manage them to a satisfactory conclusion.
Interact with multiple stakeholders and effectively manage their requirements.
Utilize available resources, including analysis of performance reports, to enhance
team and center-wide performance.
Carry out any other tasks or duties as may be set from time to time.
Qualifications
Excellent leadership, interpersonal, and two-way communication skills.
Act in an ethical and honest manner. Build trust while being reliable and
dependable.
Passion for customer service.
Ability to adapt quickly to change in a high paced environment.
Results-oriented.
Negotiation and influencing skills.
Strong analytical skills.
Self-motivated with a desire to succeed.
Exceptional time management skills and the ability to handle multiple tasks.
Ability to work collaboratively in a team environment.
Willingness to learn.
Ability to demonstrate business acumen.
Experience In Leading People Preferred.
Technically inclined and proficient with working knowledge of MS Office Suite.
