Primary responsibilities will encompass oversight of work performed by Customer Experience team members. The individual will be responsible for work productivity, quality of service and achieving goals in alignment with departmental objectives for their assigned team. Lead the training, coaching and development of team. Provide dynamic reporting of teams progress and variations to objectives. They will lead all activities for the team including daily work and direct personnel management.
Plan, lead and organize the daily work of team to achieve business plan.
Set performance goals and objectives that align with departmental plan.
Manage customer escalation through resolution and ensure timely updates are provided to business stakeholders.
Track and report progress of team.
Lead implementation of corrective actions to improve work productivity, efficiency and quality.
Serve as participant on cross functional team relative to team’s present or future work responsibilities
Lead assigned team towards continuous improvement in meeting customer satisfaction and financial metrics.
Lead assigned customer discussion in virtual and live business settings.
Prepare customer reports for internal and external business stakeholders.
Conduct performance reviews, motiviate team members and create strategies to boost productivity.
Evaluate, develop and motivates direct staff to meet current and future talent needs. Oversee team training needs; work to ensure all personal and corporate training is completed timely.
Supports and adheres to Company’s core values.
Performs other duties or responsibilities as assigned or required.
Supports and adheres to Company’s Code of Conduct and Ethics Policy.
Represents Company in a positive, professional manner when working with both internal and external customers.
Required Minimum Level of Education: Bachelors Degree
Required Minimum Years of Experience: 1+ to 2
- Term Entry +
- Company Landis+Gyr