Customer Care Department Lead

Essential Duties and Responsibilities (Other Duties may be assigned to meet business needs): 

• Manage day to day operations of the Contact Center. 

• Development and Training of leadership team. 

• Assist Customer Care Team Leads to ensure our team of Customer Care Advocates provide our customers with exceptional experience with every interaction. 

• Develop and assist in QA and Call monitoring by developing forms for departmental use. 

• Develop and manage Advocate Scorecard.  Maintain KPI scores for accuracy. 

• Develop and ensure all KPIs are consistently met or exceeded as well as looking for new and improved KPI’s to move the department forward. 

• Develop and assist with training and coaching as necessary. 

• Interview potential Customer Care Advocates. 

• Provide developmental opportunities for Team Leads and Advocates. 

• Ensure schedule and occupancy adherence. 

• Ensure proper staffing for contact volumes daily. 

• Create departmental schedules for Team Leads and Advocates.  

• Suggest additional services by recognizing opportunities and benefits to customers. 

• Manage and communicate department meetings. 

• Contribute ideas to improve problem resolution. 

• Take Calls and process Emails and Chats as warranted. 

• Meet performance and production expectations. 

• Assist Team Leads in creating Performance Improvement Plans. 

• Other duties as required. 

Qualifications/Requirements: 

• Strong communication skills and excellent attention to detail. 

• Friendly, outgoing personality. 

• Ability to work independently and leverage internal resources to meet the needs of our customers. 

• Proficient with the Microsoft Office suite of products (Outlook, Excel, Power Point, etc.). 

• Understanding of AI and Technology to assist Contact Center.  Proficiency with Telecom and CRM platforms. 

• Must be willing to be in office Mon-Fri in Orem, UT 

• Minimum of 5-years of contact center leadership experience in a high-volume environment.