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MVNO, Customer Care

Charlotte,

90-100k + Bonus

JOB SUMMARY: The purpose of this position is to support all phases of services provided by the Company Supervisory and Account Specialist. Leads the Company NA team to achieve and deliver, excellent levels of independent business owner, customer service, ensures call quality within the call center, and delivers tight operational and financial controls in a cost effective manner. Handles multiple tasks to help drive efficiencies and managing performance, project cost, to increase effectiveness of departmental projects. ESSENTIAL FUNCTIONS A. Personnel responsibilities • Manage supervisory staff and teams with a hands-on approach • Recruit, hire, and motivate new and existing team members • Coordinate and assist in the development of new and current employees to maximum potential • Provide performance feedback through coaching, counseling, formal evaluations, etc. • Manage disciplinary actions up to and including employee separations • Ensure adequate staffing of all channels • Set employee goals and objectives • Manage wage and salary adjustments according to company standards • Address and resolve issues/complaints lodged through various sources (i.e. inbound calls, executive correspondence, etc.) B. Call Center responsibilities • Lead, plan, organize and control workflow • Provides direction to ensure accuracy of forecasted for internal & Chat • Tracks, analyzes, and reports performance data on key departmental initiatives • Creates an environment that fosters teamwork and accountability and positively impacts the customer experience. • Consistent exercise of independent judgment and discretion in matters of significance • Ensure consistency of service delivery measured through Customer Satisfaction Surveys • Observe ACD and Chat data and maintain service levels day-to-day • Track, audit, and report statistical data relating to service levels for all channels • Handle escalations not handled at supervisory level • Coordinate and/or conduct group meetings as needed C. Process responsibilities • Effectively manage and document all projects or initiatives on a continuous basis • Support and enhance the communication channels within Flash Wireless • Ensure all critical functions including policies and procedures are documented and updated periodically • Maintain continuous process improvement cycle • Create tracking and workflow process for correspondence received from external customers • Champion system enhancements and/or projects that streamline workflow and increase efficiency • Perform special management projects as requested • May perform other duties as required OTHER REQUIREMENTS • Minimum Bachelor’s degree • Minimum of 8 years of relevant MVNO or Wireless experience • 5 years’ customer service experience, with at least 3 years in a call center environment • 5 years’ leadership experience with proven record of successful performance management • 3 years of wireless telecommunications experience with a focus on technical support within the last 3 years • Understanding of basic project management methodology • Proven record with industry standard KPIs

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