Job ID 95910
Location
UNITED STATES - NY - HOLTSVILLE
Job Category Information Technology
Position Type
Experienced
Relocation Provided
None
Education Required
Bachelors / Degree
Experience Required
1 - 3
Basic Qualifications
1+ years of technical support and or call center experience.
Department Description Provide high-level leadership, counseling, and coaching of employees
Analyze and monitor call volume trends and other operating metrics to improve customer satisfaction
Establish and maintain daily staffing schedules to ensure optimum operating performance
Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
Conduct quarterly Performance Management and Dialogue sessions with Direct Reports
Assess individual performance to results and behaviors and calibrate (RPA process)
Administer disciplinary action (when appropriate) in accordance with Motorola Human Resource policy
Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
Participate on special projects, continuous improvement, and problem solving teams (individual & team)
Contribute recommendations to Organizational cost reduction efforts/managing budgeted costs
Present Department metrics/action plans to share information with Upper Management and other Organizations
Scope of Responsibilities/Expectations
Provide high-level leadership, counseling, and coaching of employees
Analyze and monitor call volume trends and other operating metrics to improve customer satisfaction
Establish and maintain daily staffing schedules to ensure optimum operating performance
Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
Conduct quarterly Performance Management and Dialogue sessions with Direct Reports
Assess individual performance to results and behaviors and calibrate (RPA process)
Administer disciplinary action (when appropriate) in accordance with Motorola Human Resource policy
Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
Participate on special projects, continuous improvement, and problem solving teams (individual & team)
Contribute recommendations to Organizational cost reduction efforts/managing budgeted costs
Present Department metrics/action plans to share information with Upper Management and other Organizations
Interact with multiple business groups to reduce order cycle time and reinforce high quality delivery
Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
Assist handling customer calls as needed.
Performs additional duties and responsibilities as assigned by management.
Specific Knowledge/Skills
Minimum 1 year progressive call center technical support experience
Excellent verbal and written communication skills required. Formal presentation skills a PLUS
Strong analytical/problem solving skills required. Demonstrated success in process improvement
Value-based decision making and intuitive thinking skills are desired attributes
Experience leading people and building cohesive teams is a critical business need
Knowledge of Clarify, Aspect phone systems, and other fulfillment related systems a PLUS
PC Skills are required- Windows NT, Word, Excel, and PowerPoint
Experience in quality or cycle time improvement efforts
Strong coaching and feedback skills required.
ManhattanJobs.com - 2 years ago
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