Offer summary

Qualifications:

Bachelor’s degree or equivalent combination of college and experience., Proficiency with Microsoft Office and experience in customer service environments., Proven track record of progressive leadership experience and success., Strong organizational skills, excellent communication skills, and attention to detail..

Key responsibilities:

Supervise and maintain standard operating procedures for the Remote Services team.

Conduct employee performance assessments and oversee training programs.

Interface with clients to resolve escalated issues and provide support.

Produce performance reports and monitor quality of responses to clients.

Job description

Supervise and maintain standard operating procedures for Remote Services team. Primary responsibilities include: ensuring consistent excellent quality and productivity standards within the team, with a focus on metrics management, staff skill building, training, coaching and mentoring to ensure client satisfaction and continuous improvement. A keen ability to lead by example, build a positive work environment and motivate employees to reach aggressive performance goals is a must. This position is considered a “working-manager” role where the incumbent will field client inquiries and fulfill ROI requests when necessary.

This is a Remote Position

TASKS AND RESPONSIBILITIES:

Assess and appraise employee performance. Complete corrective action and employee counseling as necessary.
Develop and oversee employee training programs.
Supervise daily workflows and make appropriate resource adjustments as required.
Conduct scheduled team meetings as applicable. Assist with coordination of quarterly one on one meetings with staff.
Produce departmental performance reporting and procedural documentation for Management where needed.
Monitor quality of responses to client facilities by MRO staff.
Client interface:
- Interface with multi-level client contacts regarding escalated issues.
- Partner with internal interdependencies.
- Answer questions, resolve problems and recommend corrective actions to address client issues.
Provide support and management oversight of Remote Services Team:
- Ensure quality and productivity standards are being upheld.
- Monitor production and turnaround data via system generated reporting.

SKILLS|EXPERIENCE:

Bachelor’s degree or equivalent combination of college and experience.
Highly self-motivated, professional, take-charge attitude.
Proficiency with Microsoft Office.
Experience with phone groups or customer service environments.
Proven track record of progressive leadership experience and success.
Ability to motivate, inspire, mentor and coach others while maintaining a high-performing team within a positive, supportive work environment.
Experience and comfort level with metrics management.
Ability to think strategically and develop logical and creative solutions to challenging problems.
Dependable, strong organizational skills, excellent written and verbal communication skills and an attention to detail.
Ability to interact with all levels of employees and leadership.
Experience with training, presentations and running meetings is beneficial.
Other related duties as assigned by management.
This job description reflects management’s assignment of essential functions. It does not prescribe or reflect the tasks that may be assigned.