Lead Agent - MPN
arvato digital services llc - Valencia, CA

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Mid to Senior Level , Full Time , Customer Service , Call Center , Call Center

arvato digital services llc , Business unit: arvato North America , Valencia , California

Job duties

Job Description:
  • Monitors, manages and directs the daily operations of the employees in the Customer Service department.
o Workload distribution to meet contractual vendor obligation to our client

o Prioritizing current issues in order to bring to management’s attention any issue(s) that may have a negative impact on the business

o Manages assigned projects

o Performs routine audits on individual work performance and compares to set standards, controls and procedures.

  • Participates in projects and manages account’s marketing campaigns.
  • Identifying training needs and working closely with Supervisor Customer Service, Quality Control and Training personnel
  • Identifies Process improvements opportunities that will improve overall productivity of lead tasks and agent tasks
General Duties:
  • Handles escalation telephone calls from customers
  • Monitors individual employee's demeanor and performance and provides input to Supervisor Customer Service to assist in completing performance reviews.
  • Tracks, meets and maintains KPI (key performance indicators) for company’s policies for the call center agents and ACD phone system statistics.
  • Coaches, motivates, rewards, counsels and assists with discipline as necessary. Maintains harmony among workers and resolves grievances.
  • Ensures uniform understanding and adherence to operational policies, procedures, and company programs.
  • Conducts employee meetings/briefings as required.
  • Records attendance and monitors labor hours.
  • Ensures daily completion of departmental duties in the absence of subordinates.
  • Recommends corrective services to adjust customer complaints
  • Answers questions about service and program
  • Determines and organizes work assignments for group, and delegates those assignments
  • Performs activities of workers supervised
  • Interacts with other departments to resolve problems that interfere with the group’s productivity
  • Communicates with account on daily issues as well as implementation of programs
  • Takes projects to support customer service specific programs
  • Functions as overflow for all tasks of a Customer Service Representative
  • Monitors system performance and initiates actions to correct system problems.
  • Coordinates communication and escalations within the company and with other Microsoft programs supports
Job requirements

  • Minimum of 1 years experience in a high-volume customer service environment
  • Proven supervisory experience
Knowledge, Skills & Abilities:
  • Excellent written and oral communication skills in English
  • Must possess leadership qualities and ability to interact with customers with above average conduct as well as working with minimal or no supervision
  • Required to effectively communicate and work with professionals in other departments which may lead to independent decision making
  • Excellent organizational skills and exceptional follow through discipline
  • Understand and comply with all company and departmental rules and regulations, policies and procedures
  • Ability to work with complex procedures and program guidelines
  • Skills in establishing and maintaining effective working relationships with co-workers and customers
  • Extensive knowledge of Microsoft Word, Access, Excel, e-mail and MRP system
  • Independent worker, detail oriented, analytical, have ability to handle multiple projects simultaneously and motivate employees
  • Ability to maintain professionalism at all times, make decisions and work with minimal or no supervision
  • Familiarity, working knowledge with Microsoft related programs and services.
For more information, please visit our Web Site:

Bertelsmann SE & Co. KGaA - 2 years ago - save job
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