Customer Contact Team Manager

About the role

Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied. Job Grade 3, Job Tier 3, Career Area Retail Specialist, Supervisor Yes.

Responsibilities

• Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance.
• Prepares daily/weekly/monthly reports on individual and team performance.
• Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
• Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
• Performs other duties as assigned.
• Work challenges include 24x7 work environment supporting Exchange operations, requiring shift work, on-call, and/or after-hours project work, possibly including holidays and weekends.

Requirements

• Three years of customer service or customer relations in a call center environment.
• Prior experience in a call center environment in the last 18 months is preferred.
• Work location: Onsite (HQ – Dallas, Texas); candidates eligible for the Military Spouse Exemption may be considered for remote work.

Qualifications

• Bachelor’s degree preferred.
• Preferred major/minor: Business Administration.
• Preferred major/minor: Business Management.

Skills

• Microsoft Outlook – Required
• Microsoft Word – Required
• Account Services – Preferred
• ATN – Preferred
• CCD – Preferred
• CVS – Preferred
• Excel – Intermediate level – Preferred
• Microsoft PowerPoint – Preferred