Call Center Department Manager - Fraud
Company Name: Sears Import - OLD
Min Education: Not Specified
Job Type: Full Time
Min Experience: Not Specified
- USA - Tempe Arizona, 85281
Builds customer loyalty by providing leadership to Fraud call center agents and their team managers. Develops departmental strategies toward goal achievement and operates within budgetary guidelines. Monitors performance, coaches for improvement, and provides feedback to team members. Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Works closely with center management and may participate on cross-functional projects.
RESPONSIBILITIES: Drives salaried Team Manager and call agent team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, and fair human resources management. Monitors direct operating expense and adherence to budget. Directly supervises call center team managers. Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management. Develops, supports, and/or communicates departmental and organizational quality standards, processes and procedures, and policies. Contributes to continuous improvement efforts by identifying and executing innovative solutions, tracking trends and surfacing systemic issues, participating in initiatives, and effectively partnering with matrix partners, peers in other facilities, and business partners outside of the call centers. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses Team Manager and escalated customer service agent human resources issues; consults Human Resources Representative for guidance as needed. May handle escalated customer issues. REQUIREMENTS: High school diploma or GED required, college degree preferred. Minimum of three years management experience required. Leadership experience in a comparable call center environment strongly preferred. Project management experience preferred. Proficiency in office software required, MS Word/Excel preferred. Willingness to relocate for future promotional opportunities preferred.