Posted:
9/6/2024, 8:31:57 AM
Location(s):
Massachusetts, United States ⋅ Quincy, Massachusetts, United States
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Key Responsibilities
Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees.
Foster a spirit of teamwork and unity among department members that allows for creative ideas, expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
Coach and develop employees to meet or exceed Arbella’s expectations to deliver a great customer experience, productivity, quality, and key performance indicators.
Influence and motivate others to translate vision into action.
Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements.
Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
Maintain employee work schedules, training, vacations, and paid time off, cover for absenteeism and overtime scheduling.
Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions.
Build independence and empower team members to improve workflow.
Actively lead or contribute to initiatives and/or projects.
A successful Customer Service team manager builds and leads an engaged, high performing team who strives for efficiency and offers thoughtful ideas for improvement. The Customer Service Team Manager also builds strong relationships with internal business partners to ensure timely service resulting in high customer satisfaction.
Requirements:
Bachelor’s degree with strong leadership, communication, customer service and problem solving skills required.
Advanced customer service skills, clear and effective communication, active listening skills
Strong relationship management skills
Ability to coach and develop, influence and motivate others,
Collaboration, delegation, problem solving skills, decision-making, analytical, ability to manage change and organizational skills and contact center experience preferred
Experience with Microsoft Office (Outlook, Word, Excel and Power Point).
Website: https://arbella.com/
Headquarter Location: Quincy, Massachusetts, United States
Employee Count: 501-1000
Year Founded: 1988
IPO Status: Private
Last Funding Type: Venture - Series Unknown
Industries: Finance ⋅ Insurance