seadog
February 4, 2020

Customer Care Operations Coordinator (STT)

The Customer Care Operations Coordinator ensures that the team follows customer service best practices including adhering to the department’s goals and objectives and fulfilling regulatory requirements. This includes consistent monitoring of all Viya call centers including Little Rock and Guyana operations to ensure that the team meets the Quality of Service Standards and achieves the desired 25% NPS score on a monthly basis. Results from the ongoing monitoring will guide training initiatives and assist in the development of internal and external education campaigns.

Qualifications or Prerequisites

Duties and responsibilities include but are not limited to the following:

  • Achieve quality assurance operational objectives by reviewing daily reports and implementing productivity, quality and customer service standards
  • Responsible for call monitoring of representatives to quality purpose
  • Spend at least 50% of the time actively listening to calls and coaching call center reps
  • Responsible for monthly coaching and developing of the performance of all direct reports
  • Review and resolve escalated issues and calls from direct reports
  • Interact and coordinate with other departments to resolve customer issues and close orders.
  • Determine further action or final completion on customer cases received
  • Prepare reports and process paperwork
  • Assist internal and external customers as needed
  • Must comprehend and be fully knowledgeable of the Company’s Collective Bargaining Agreement
  • Other duties as assigned


More Information and Apply

Tags :

Related Jobs

X