Manages a team of Level 2 support (Case Mentor, Resolution Specialist, Sales Coach, Dispatch Review Team)
Supports and directs agents with technical/functional issues and complex calls, ensuring a positive customer experience.
Design, implement and control action plans for Rewards and Recognition based on Global Compliance Policy
Delivers service within target service and quality levels within the call center.
Performs periodic agent call audits, side-by-sides, and monitor agent calls, with particular attention to technical/functional excellence.
Provides on-going, on-the-floor support and development of agents' technical/Customer Care/Sales knowledge, continually raising the bar for quality and service levels.
In partnerships with service leader and managers, assess and develop agent's technical knowledge, based on evaluation of metrics and monitoring agent application of technical/functional/customer experience information
Utilizes networks across businesses with Dell to serve as technical/functional liaison for business unit.
Serves as technical expert on all new and existing call center applications and implementation of new systems.
Serves as technical/functional/customer experience expert and service delivery role model for all agents.
Reviews and identifies trends within and across assigned teams to ensure best practice policies and procedures are being utilized Identify and apply principals that enable continuous quality assurance and process improvements in serving customers.
Prior management experience is a plus
8-10 years of relevant experience or equivalent combination of education and work experience
2+ years managerial/leadership experience
Strong ability to identify specific customer needs and drive closure to complex customer issues
Strong ability to build a strong team