Supervise and monitor the daily activities of the customer service representatives and manage their performance
Provide day to day management of the customer service representatives
Monitor attendance and schedules to ensure coverage of phones, emails and chat
Provide escalation support to the team
Backup phones/email/chat as needed
Prepare annual performance reviews and make recommendations for career development of assigned team
Conduct one on one meetings with staff to review overall performance and to identify issues that need resolution
Recommend and reinforce policies / procedures regarding order processing, systems, training and other support materials
Coach staff in applying internal and external customer service
Track and maintain department KPI, providing department manager with feedback on employee performance
Assist in the recruitment. Provide training to new staff
Perform other tasks and/or projects as assigned by management
Develop relationships with other internal departments at the company to secure efficient business processes
Contribute to long term plans for department strategy
Demonstrate responsible and professional attitude
Skills and Requirements:
Bachelors Degree in Business Administration or related field or equivalent education and experience.
3-5 years Supervisory experience.
Ability to respond quickly and handle multiple tasks at once.
Ability to use intuitive judgment. Able to manage and resolve conflict.
Time and situational management skills. Excellent organization and time management
Requires excellent customer service, communication and administrative skills
This is a temp to hire opportunity paying $23.00 per hour and is located in the Westlake Village area
Royal Staffing Services will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring.