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Supervises the daily work of the Call Center agents including quality assurance, productivity, and other relevant business drivers. Assures that transactions are handled promptly and effectively based on customer needs and expectations.
Performs call monitoring to evaluate the quality of the customer transaction. Review the actual customer experience based on predetermined metrics including but not limited to need fulfillment, professionalism, first call resolution and overall experience.
Prepares and communicates performance results with individual customer agents. Conducts evaluation sessions with employees in order to mentor, coach and improve performance. Establishes improvement plans when required. Identifies training needs and ensures training is conducted by Training Department personnel.
Participates in department improvement initiatives to identify, evaluate and implement new products and service improvements. Reviews corporate marketing research results to identify improvement opportunities and root cause analysis.
Investigates and prepares evidence, reports, and testimony for customer disputes and PUC complaints. Works in conjunction with Company legal counsel to develop Company position, negotiate settlements, and to prepare for formal hearings. Testifies at hearings. Analyze customer disputes and complaints in order to identify improvement opportunities.
Assists the Credit and Collections Supervisor in overseeing the daily performance of credit related calls to improve accounts receivable results. Ensure that regulatory and company policies are enforced related to credit transactions.
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