Posted On: 6-9-2016
Position Title: Workforce Management Manager
Job Location: Northbrook, IL (Chicago-Area)
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Manages the timely departmental workflow and productivity as well as enhance Customer Support staff experience and knowledge. Develop tactical proposals for the department to support company initiatives. Manage and oversee call-tracking system. Develop and maintain customer satisfaction measurement tools and knowledge base program.
•Oversee work allocation to team members via supervisors. Create surveys and analyze results to assess internal customer satisfaction levels and opportunities for improvement.
•Develop Customer Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
•Maintain familiarity with regulatory regulations within each state, train supervisors, and Customer Service Representatives on these critical items of compliance.
•Develop and implement procedures and training tools for Customer Support associates on troubleshooting, customer service skills and handling severity issues. Responsible for quality monitoring of Customer Service Representatives, setting metric and departmental standards.
•Interact with sales and operations organizations to assure we are meeting customer needs.
•Interact with customers when issues are escalated by Customer Service Representatives and/or Customer Service Supervisors.
•Work with sales and transportation management to resolve customer issues and increase service efficiencies.
•Perform necessary record-keeping activities.
•Demonstrates sound judgment and initiative to satisfy customer requirements.
•Performs other related duties as required or requested.